Senior Technical Support Engineer

Palo Alto Networks is seeking a Senior Technical Support Engineer to deliver advanced, customer-facing technical support for Venafi Machine Identity Security and Next Generation Trust Security. This onsite role in Salt Lake City, UT focuses on troubleshooting, guiding deployments, and advising enterprise teams as a trusted technical partner.

You will work closely with Sales and Customer Success to ensure customers receive cohesive product and service delivery, while maintaining high-quality, detailed records of support activity in the company CRM.

What you will do

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

Qualifications

• 5+ years of progressive experience in enterprise technical support engineering.
• Strong understanding of Public Key Infrastructure (PKI), SSL/TLS digital certificates, and related cryptographic concepts.
• Experience administering Linux and/or Windows Server environments, with a solid grasp of network troubleshooting including TCP/IP, DNS, load balancers, and firewalls.
• 5+ years in Tier 2/Tier 3 enterprise technical support or a comparable client-facing engineering role.
• Strong willingness to adopt and use AI assistance tools, predictive troubleshooting playbooks, and automation to improve daily support operations and drive innovation.

Technologies

• Next Generation Trust Security
• Venafi Machine Identity Security
• Public Key Infrastructure (PKI)
• SSL/TLS
• Linux
• Windows Server
• TCP/IP
• DNS
• Load balancers
• Firewalls
• CRM

Compensation and disclosures

• Compensation depends on qualifications, experience, and work location.
• Starting base salary (non-sales roles) or base salary plus commission target (sales/commissioned roles) is expected to fall within: $106,100.00 - $171,600.00/yr.
• Offered compensation may also include restricted stock units and a bonus.

Equal opportunity and sponsorship

• Committed to providing reasonable accommodations for qualified individuals with a disability.
• Palo Alto Networks is an equal opportunity employer.
• Information will be kept confidential according to EEO guidelines.
• Immigration Sponsorship eligibility: No.