At a Glance
- Tasks: Deliver expert technical assistance and drive customer engagement through tailored support and proactive risk mitigation.
- Company: Palo Alto Networks is a leader in cybersecurity, committed to innovation and solving real-world problems.
- Benefits: Remote work flexibility with a culture valuing trust, accountability, and shared success.
- Other info: No immigration sponsorship available for this position.
- Why this job: Join a team that values your voice and ideas while tackling complex cybersecurity challenges.
- Qualifications: Requires 7+ years of network security experience and expertise in TCP/IP and LAN/WAN technologies.
The predicted salary is between 60000 - 80000 £ per year.
Our Mission
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.
Who We Are
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!
This role is remote, but distance is no barrier to impact. Our hybrid teams collaborate across geographies to solve big problems, stay close to our customers, and grow together. You will be part of a culture that values trust, accountability, and shared success where your work truly matters.
Job Summary
Your Career
Are you passionate about driving customer success in the cybersecurity industry? We are looking for a dynamic and proactive Technical Support Engineer to join our team. In this role, you will work closely with our valued customers to address their complex post‑sales challenges, where analyzing situations or data requires a deep and comprehensive evaluation of multiple factors.
As a critical thinker, you will leverage advanced methods, techniques, and assessment criteria to drive effective solutions. Your strong ability to articulate intricate technical issues to both technical and non‑technical audiences will enable you to collaborate seamlessly with stakeholders beyond your immediate domain of expertise.
In this role, you will serve as a designated customer advocate, delivering tailored support that includes weekly reviews, root cause analysis for critical issues, release assessments, upgrade planning, and quarterly business reviews. You will develop an in‑depth understanding of each customer’s unique implementation and business objectives, proactively driving best practices to enhance their security posture.
Regularly engaging in technical discussions with cross‑functional teams, you will foster a culture of transparency that leads to stronger products, improved workflows, and enhanced cybersecurity. Your agility and problem‑solving skills will be crucial in providing rapid, high‑quality assistance—often in high‑pressure situations—to ensure customers maintain a secure and resilient environment.
Your Impact
- Deliver expert‑level technical assistance to top‑tier customers, ensuring timely resolution of complex security issues through in‑depth troubleshooting, configuration guidance, and best practice implementation.
- Take complete ownership of support cases from initiation to resolution, including multi‑vendor troubleshooting, fault isolation, and root cause analysis, while ensuring meticulous documentation and timely updates in the ticketing system.
- Act as a trusted advisor, effectively communicating technical solutions to both technical and executive stakeholders to foster trust and credibility.
- Collaborate closely with cross‑functional teams—including Account, Sales, and Marketing—to drive a seamless and positive customer experience while proactively addressing critical challenges.
- Drive continuous customer engagement through Quarterly Business Reviews (QBRs) and Account Case Reviews, providing tailored recommendations, release planning, and proactive risk mitigation strategies to enhance security posture.
- Serve as a subject‑matter expert on Palo Alto Networks’ core technologies, identifying product defects through lab replication, network simulation, and performance testing.
- Work with Engineering and QA teams to file bug reports, develop test plans, and improve software and hardware quality with each release cycle.
- Facilitate hiring and onboarding by conducting technical screenings, training new hires on technical and soft skills, and ensuring readiness through process and tools training.
- Contribute to the organization’s knowledge base by authoring Technical Support Bulletins, training materials, and troubleshooting guides to enhance internal and customer‑facing resources.
- Provide rapid, high‑quality support in high‑pressure situations, traveling to customer sites to expedite critical issue resolution.
- Engage in technical discussions with cross‑functional teams to drive transparency, optimize security posture, and enhance cybersecurity resilience.
Qualifications
Your Experience
- Minimum of 7 years of network security experience.
- Expertise in TCP/IP and advanced knowledge of LAN/WAN technologies, expertise with general routing/switching, routing protocols (e.g., BGP, OSPF, EIGRP), branch, and center architectures.
- Extensive experience with troubleshooting Remote Access VPN solutions including IPSEC, PKI & SSL technologies.
- Ability to independently debug complex networks with mixed media and protocols with an advanced understanding of packet flow across multiple OSI layers.
- In‑depth knowledge of networking operations - TCP and UDP, SNMP, IPv6, VLSM, CIDR, and NAT - Static, Dynamic, and PAT.
- Proficiency with network troubleshooting tools - Wireshark, GNS3.
- Strong grasp authentication protocols - LDAP, TACACS+, Radius.
The below skills are a plus:
- Virtualization experience (AWS, Azure, VMWare, OpenStack).
- Experience with Windows, MAC OS, and Linux (Debugging, Editing Registries, Plist, etc.).
- Experience with Python or Shell scripting a plus.
- Multi‑Vendor Exposure - Cisco Advanced Security Appliances, Palo Alto Next‑Generation Firewalls, Prisma Access, Cisco Firepower, Checkpoint Firewalls, Cisco Switches, and Intrusion Detection/Intrusion Prevention Systems.
Skilled in engaging executive‑level stakeholders with clear technical communication.
Proven track record of effectively communicating technical concepts to diverse audiences, including C‑level executives.
Excellent written and verbal communication skills - the ability to clearly articulate technical issues to both technical and non‑technical audiences and to explain the impact in business terms.
Consistently maintains rigorous case management practices, ensuring thorough documentation and timely updates.
Willingness to work outside of normal business hours (as business needs dictate).
BS in computer science, information technology, computer architecture, electrical engineering, mathematics, or related experience or equivalent military experience required.
Our Commitment
We’re trailblazers that dream big, take risks, and challenge cybersecurity’s status quo. It’s simple: we can’t accomplish our mission without diverse teams innovating, together.
We are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need, please contact us at.
Palo Alto Networks is an equal opportunity employer. We celebrate diversity in our workplace, and all qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or other legally protected characteristics.
All your information will be kept confidential according to EEO guidelines.
Is role eligible for Immigration Sponsorship? No. Please note that we will not sponsor applicants for work visas for this position.
Senior Technical Support Engineer, Focused Services in London employer: Palo Alto Networks, Inc.
Palo Alto Networks is located remotely, fostering a collaborative environment across geographies. The company prioritises diversity and inclusion, ensuring all voices are heard in their mission to enhance cybersecurity.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Technical Support Engineer, Focused Services in London
✨Get Involved in the Cybersecurity Community
Diving into the cybersecurity community is key for landing that full-time gig. Join forums like Reddit's r/cybersecurity or attend local meetups to connect with industry veterans and other job seekers. Networking is everything in this field—don’t just be a passive lurker!
✨Show Off Your Skills with Capture the Flag Competitions
Participate in Capture the Flag (CTF) competitions; these are not just a fun way to boost your skills but also a chance to showcase your talent to potential employers. Many companies, including Palo Alto Networks, Inc., love seeing candidates who actively engage in these challenges.
✨Tailor Your Online Presence
Make sure your LinkedIn and any professional profiles reflect your cybersecurity expertise. Share your projects, whether they’re personal or from a previous role, to catch the eye of hiring managers. This is how they’ll find your passion and commitment to the field!
✨Apply Directly Through Palo Alto Networks, Inc.
Don’t forget to head straight to our website and check out any openings for cybersecurity roles at Palo Alto Networks, Inc.. Applying directly can sometimes give you an edge, especially if you can mention that you've been following our work or engaging in the community.
We think you need these skills to ace Senior Technical Support Engineer, Focused Services in London
Some tips for your application 🫡
Show off your technical skills:In cybersecurity, it's crucial to highlight your technical prowess. Make sure your CV showcases specific skills like network security, penetration testing, or threat analysis. If you have relevant certifications (like CEH or CISSP), pop those on the front page to grab attention!
Tailor your portfolio for the role:Even for a full-time role, a portfolio can set you apart. If you've worked on any cybersecurity projects—be it CTF challenges, security assessments, or research papers—include these in your application. This demonstrates not just your skills, but also your hands-on experience!
Use real-world examples:When writing your cover letter, don’t just stick to your qualifications. Share real-world examples of how you’ve tackled security issues or vulnerabilities. This gives the hiring team at Palo Alto Networks, Inc. insight into your practical problem-solving abilities and makes your application memorable.
Demonstrate your passion for cybersecurity:Cybersecurity is an ever-evolving field, so show us that you’re always learning! Mention any recent courses, webinars, or industry events you’ve attended. This not only exhibits your enthusiasm but also signals to Palo Alto Networks, Inc. that you’re committed to staying ahead in the game.
How to prepare for a job interview at Palo Alto Networks, Inc.
✨Sharpen Your Technical Skills
For a role in cybersecurity, it’s essential to be up-to-date with the latest tools and techniques. Brush up on your knowledge of firewalls, intrusion detection systems, and vulnerability assessment tools. Be ready to discuss specific scenarios where you’ve applied these skills, as hands-on experience can really set us apart in interviews.
✨Prepare for Scenario-Based Questions
Expect the interviewers at Palo Alto Networks, Inc. to throw in some hypothetical situations to see how you’d handle them. Think about common security breaches or incidents and be prepared to explain how you would respond. This not only shows your problem-solving skills but also your understanding of real-world cybersecurity challenges.
✨Highlight Your Certifications
Certifications like CompTIA Security+, CISSP, or CEH can give you a significant edge in a full-time role in cybersecurity. Make sure to mention these during your interview and be prepared to discuss what you learned through those certifications and how they relate to the position at Palo Alto Networks, Inc..
✨Show Your Passion for Cybersecurity
Since you’re going for a full-time gig, showing genuine enthusiasm for the field can make all the difference. Share any personal projects, blogs, or communities you’re part of that relate to cybersecurity. This not only showcases your passion but also your commitment to staying engaged in this ever-evolving field.
