Identity Protocols Engineer Jobs

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Technical Support Engineer

Palo Alto Networks Santa Clara, CA

Santa Clara, CA

Today

$91k - $147k/yr Full time Customer Support Identity Protocols Information Technology (IT)

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Job Description

Support customers through end-to-end troubleshooting of networking and cybersecurity issues, using lab replication and AI-powered diagnostics to speed time-to-resolution.

Responsibilities

Provide high-quality technical assistance via troubleshooting, configuration validation, and diagnostics to resolve networking and security issues efficiently.
Own support cases from initiation through resolution, including fault isolation, root-cause analysis, and consistent ticket documentation.
Recreate customer issues in a lab and validate configurations by simulating network topologies.
Coordinate with cross-functional teams (support, Account, and QA/Engineering) to report potential product defects, submit clear bug reports, and monitor issue status updates.
Share learnings with the organization by documenting new technical findings, configuration steps, and troubleshooting methods in the internal knowledge base.
Use internal AI-powered diagnostic utilities, automated log analyzers, and machine learning search tools to accelerate knowledge lookup, improve troubleshooting efficiency, and reduce time-to-resolution.

Requirements

2–4 years of experience in a customer-facing technical support, network operations, or network security environment.
Bachelor’s degree in Computer Science, Information Technology, or related technical field, or equivalent practical/military experience.
Strong working knowledge of TCP/IP, LAN/WAN, routing and switching fundamentals, and core protocol concepts including VLSM, CIDR, DHCP, and NAT.
Hands-on packet trace capture, analysis, and interpretation using tools such as Wireshark and tcpdump to isolate connectivity or performance anomalies.
Practical experience diagnosing and supporting Remote Access VPN solutions, including IPsec and SSL technologies.
Foundational understanding of enterprise authentication and directory protocols such as RADIUS, TACACS+, and LDAP.
Ability to manage a fluctuating queue of incoming cases, prioritizing tasks based on customer severity and established SLAs.

Technologies

Wireshark, tcpdump
IPsec, SSL
RADIUS, TACACS+, LDAP
TCP/IP, VLSM, CIDR, DHCP, NAT
LAN/WAN
Unix/Linux, Windows
AI-powered diagnostic utilities, automated log analyzers, machine learning search tools
AWS, Azure, VMware

Preferred Qualification

CompTIA Security+ or an introductory Cybersecurity Fundamentals certification.
Familiarity with virtualization, hypervisors, or cloud computing fundamentals (AWS, Azure, or VMware architectures).
Basic familiarity with Unix/Linux and Windows operating system environments.
Exposure to multi-vendor security infrastructure appliances, firewalls, or IDS/IPS.

Compensation

Salary range: USD 91,100 - 147,400 per year (base salary for non-sales roles, or base salary plus commission target for sales/commissioned roles).
Compensation may also include restricted stock units and a bonus.
Final offer depends on qualifications, experience, and work location.

Immigration Sponsorship

No. This position does not sponsor work visas.

Location: Santa Clara, CA, United States of America (onsite)

Experience: 2 years minimum

Education: Bachelor’s degree in Computer Science, Information Technology, or related technical field (or equivalent practical/milit…)

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