Senior Technical Support Engineer

At Palo Alto Networks®, we’re united by a shared mission—to protect our digital way of life. We thrive at the intersection of innovation and impact, solving real-world problems with cutting-edge technology and bold thinking. Here, everyone has a voice, and every idea counts. If you’re ready to do the most meaningful work of your career alongside people who are just as passionate as you are, you’re in the right place.

In order to be the cybersecurity partner of choice, we must trailblaze the path and shape the future of our industry. This is something our employees work at each day and is defined by our values:
Disruption, Collaboration, Execution, Integrity, and Inclusion. We weave AI into the fabric of everything we do and use it to augment the impact every individual can have. If you are passionate about solving real-world problems and ideating beside the best and the brightest, we invite you to join us!

We believe collaboration thrives in person. That’s why most of our teams work from the office full time, with flexibility when it’s needed. This model supports real-time problem-solving, stronger relationships, and the kind of precision that drives great outcomes.

As part of a market-leading, innovative cybersecurity company, our Technical Support Engineers are continuously developing their expertise across Enterprise IT, Cloud infrastructure, and the broader security landscape. You will resolve technical issues through diligent research, environment reproduction, and advanced troubleshooting, utilizing all the knowledge and resources at your disposal.

We are looking for engineers with an eagerness to learn new technologies, tackle complex challenges, and drive key initiatives that ensure the long-term success of our customers. You will leverage excellent communication skills not only to support our clients, but to mentor colleagues and collaborate with peers throughout the organization.

• Provide advanced technical support for customers purchasing, deploying, and using Next Generation Trust Security, or Venafi Machine Identity Security products.
• Collaborate closely with the Sales and Customer Success teams to ensure cohesive product and service delivery.
• Proactively communicate customer issues, feature requests, and critical escalations while meticulously documenting all interactions in our CRM system.
• Guide customers through the installation, configuration, and customization of Venafi products within their unique IT environments.
• Establish and maintain strong, effective working relationships with enterprise clients, acting as a trusted technical advisor.

• 5+ years of progressive experience in enterprise technical support engineering.
• Core Technology
  
  Experience:
  
  Strong understanding of Public Key Infrastructure (PKI), digital certificates (SSL/TLS), and cryptographic concepts.
• Systems & Networking:
  Experience administering Linux and/or Windows Server environments, along with a solid grasp of network troubleshooting (TCP/IP, DNS, load balancers, firewalls).
• Customer-Facing
  
  Experience:
  
  5+ years of experience in Tier 2/Tier 3 enterprise technical support or a similar client-facing engineering role.
• AI & Automation Readiness: A strong willingness to adopt and utilize AI assistance tools, predictive troubleshooting playbooks, and automation to enhance daily support operations and drive innovation.

The compensation offered for this position will depend on qualifications, experience, and work location. For candidates who receive an offer at the posted level, the starting base salary (for non-sales roles) or base salary + commission target (for sales/com-missioned roles) is expected to be…