Staff Etac Engineer jobs at Palo Alto in United States, Plano

Being the cybersecurity partner of choice, protecting our digital way of life.

Your Career

You will work firsthand with our valued customers to address their complex post-sales concerns, where analysis of situations or data requires an in-depth evaluation of many factors. You’re a critical thinker in understanding the methods, techniques, and evaluation criteria for obtaining results. You’ll enjoy networking with key contacts outside your own area of expertise, with a strong capability of detailing difficult technical issues to both non-technical and technical professionals.

You will regularly participate in technical discussions with multi-functional teams, creating an environment of transparency that ultimately leads to better products, better working environments, and better cybersecurity. Your quick thinking and support to our clients provides the fast assistance they need to keep their environments secure – which means you’ll need to move quickly, thoughtfully, and provide technical assistance as needed (often, in high pressure situations).

Your Impact

• Provide Technical Support to customers and partners

• Provide configurations, troubleshooting, and best practices to customers

• Manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are completed in a timely manner

• Provide fault isolation and root cause analysis for technical issues

• Publish Technical Support Bulletins and other technical documentation in the Knowledge Base

• Review of technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.

• Travel to customer sites in the event of a critical situation to expedite resolution as required

• Provide on-call support 24x7 on an as-needed basis

Your Experience

• Communication: Excellent written and verbal communication skills.

• Technical Support: Previous experience in a technical support environment is advantageous, along with strong exposure to support roles and working with large global customers, partners, and internal teams (such as DevOps, Engineering, QA, and Product managers).

• Scheduling: Willing to work flexible and varying shift times, including weekends and evenings.

Technical Skills:

• Networking

  • IPSEC, TCP/IP, PKI, SSL/ TLS, HTTP/HTTPS

  • Routing knowledge (BGP is a must)

  • Experience working with Firewall Central Management Systems

  • Working knowledge of Security services (IDS/IPS, Firewalls, etc.)

• Operating Systems: Expertise in OS systems and troubleshooting, including Windows, MAC, Linux, and IOS (debugging, editing registries, using OS built-in tools such as Event Viewer to aid in troubleshooting, file changes on Linux, etc.)

• Tools & Security: Comfortable using tools such as Chrome Developer Tools to isolate issues, capture HAR file, and perform HAR file analysis

• Authentication:

  • Good understanding of authentication protocols (e.g., SAML, LDAP, RADIUS).

  • Experience working with a multi-factor authentication security system (tokens, certificates, CAC cards, and similar)

  • Proficiency in Prisma Access and GlobalProtect is a plus.

You’ll be involved in implementing new products, transitioning from old products to new, and will fix integrations and critical issues as they are raised – in fact, you’ll seek them out to ensure our clients are safely supported. We fix and identify technical problems, with a pointed focus of providing the best customer support in the industry.

Compensation Disclosure

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/commissioned roles) is expected to be between $94000/YR - $152000/YR. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found .

All your information will be kept confidential according to EEO guidelines.

** To comply with U.S. federal government requirements, U.S. citizenship is required for this position. **

Being the cybersecurity partner of choice, protecting our digital way of life.

Your Career

You will work firsthand with our valued Public Sector customers, supporting their complex post-sales concerns where analysis of situations or data requires an in-depth evaluation of many factors. You’re a critical thinker in understanding the methods, techniques, and evaluation criteria for obtaining results. You’ll enjoy networking with key contacts outside your area of expertise, with a strong ability to explain complex technical issues to both non-technical and technical professionals.

You will regularly participate in technical discussions with cross-functional teams, creating an environment of transparency that ultimately leads to better products, stronger partnerships, and enhanced cybersecurity outcomes. Your quick thinking and proactive support provide the fast assistance our Public Sector clients need to keep their environments secure—meaning you’ll need to move quickly, think strategically, and provide expert technical assistance in high-pressure situations.

Your Impact

• Offer advanced-level technical assistance to our Public Sector customers, ensuring prompt resolution of complex issues and providing tailored solutions to optimize their security infrastructure

• Effectively communicate technical solutions to technical and executive stakeholders, fostering trust and credibility within government agencies and organizations

• Provide tailored troubleshooting, configuration guidance, and best practices, with an understanding of government compliance and security requirements

• Take ownership of support cases from initiation to resolution, ensuring meticulous documentation of all troubleshooting steps, timely updates, and comprehensive closure summaries in the ticketing system

• Conduct multi-vendor troubleshooting on complex customer engagements, ensuring a seamless experience for public sector partners

• Utilize fault isolation and root cause analysis skills to provide post-sales technical support, configuration, troubleshooting, and industry best practices to customers

• Be a subject matter expert on core technologies of Palo Alto Networks product line, particularly in environments relevant to public sector customers

• Identify product defects (code, environment) via lab replication using network simulation, lab automation, performance testing, and validation tools

• File bug reports with the engineering team and develop test plans and best practices with Quality Assurance teams to improve overall software and hardware quality per release cycle

• Author Technical Support Bulletins and technical documentation in the Knowledge Base for training materials, marketing collateral, manuals, and problem-solving guides

• Provide on-call support 24x7 on an as-needed basis including weekend and holidays

Your Experience

• Minimum of 5 years of network security experience, with a preference for experience supporting government or public sector clients

• Expertise in TCP/IP, advanced knowledge of LAN/WAN technologies, and general routing/switching

• Understanding of packet flow across multiple OSI layers

• Extensive experience troubleshooting Remote Access VPN solutions

• Ability to independently debug broad, complex, and unique networks with mixed media and protocols

• Proficiency with network troubleshooting tools

• Consistently maintains rigorous case management practices, ensuring thorough documentation and timely updates

• Experience interfacing with firewalls and firewall technology. Next-Generation Firewall (NGFW) experience preferred

Preferred Skills:

• Experience working with U.S. government, federal, state, or local agencies

• Virtualization experience (AWS, Azure, VMware, OpenStack)

• Experience with Windows, Mac OS, and Linux (debugging, editing registries, plist, etc.)

• Multi-vendor interoperability exposure

• Authentication protocols – LDAP, TACACS+, Radius, SAML

• BS in computer science, information technology, computer architecture, electrical engineering, mathematics, or related experience—or equivalent military experience

• Travel to customer sites in the event of a critical situation to expedite resolution as required

You’ll be involved in implementing new products, transitioning from old products to new, and will fix integrations and critical issues as they are raised – in fact, you’ll seek them out to ensure our clients are safely supported. We fix and identify technical problems, with a pointed focus of providing the best customer support in the industry.

Compensation Disclosure

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/commissioned roles) is expected to be between $108000 - $175250/YR. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found .

All your information will be kept confidential according to EEO guidelines.

Being the cybersecurity partner of choice, protecting our digital way of life.

Your Career

You will work firsthand with our valued customers to address their complex post-sales concerns where analysis of situations or data requires an in-depth evaluation of many factors. You’re a critical thinker in understanding the methods, techniques, and evaluation criteria for obtaining results. You’ll enjoy networking with key contacts outside your own area of expertise, with a strong capability of detailing difficult technical issues to both non-technical and technical professionals.

You will regularly participate in technical discussions with multi-functional teams, creating an environment of transparency that ultimately leads to better products, better working environments, and better cybersecurity. Your quick thinking and support to our clients provides the fast assistance they need to keep their environments secure – which means you’ll need to move quickly, thoughtfully, and provide technical assistance as needed (often, in high-pressure situations).

Your Impact

• Provide Technical Support to customers and partners
• Provide configurations, troubleshooting and best practices to customers
• Manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are completed in a timely manner
• Provide fault isolation and root cause analysis for technical issues
• Publish Technical Support Bulletins and other technical documentation in the Knowledge Base
• Review of technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.
• Provide on-call support 24x7 on an as-needed basis

Your Experience

• Able to effectively communicate to all levels and stakeholders - internally and externally on complex technical issues
• Strong analytical and problem-solving skills, self-motivated and detail-oriented with the ability to see the bigger picture
• Ability to work independently, as well as contribute as a team player.
• Good understanding of the following networking protocols (TCP/IP, Ethernet, VLAN, OSPF, BGP)
• Experience with Security Protocols (IPSEC / SSL-VPN / NAT / GRE)
• Good understanding of Unix/Linux and Windows operating systems
• Knowledge of one or more virtualization hypervisors: VMWare ESX/ESXi, KVM/Qemu, Citrix, XenServer, Microsoft Hyper-V
• Demonstrable basic knowledge with AWS and Microsoft Azure installation, configuration, and administration of security features and services including identity and access management, service-related security features, networking, firewalls, encryption, and related best practices
• Demonstrate basic knowledge of Google Cloud Platform (GCP) and Oracle cloud infrastructure(OCI)
• Knowledge of deploying firewalls in one or more Public cloud infrastructures: AWS, Azure, GCP, OCI and Alibaba
• Understanding the working of any one of the Next generation Firewall devices ( Palo Alto Networks Cisco, Checkpoint, Juniper (Netscreen), Fortinet, Crowdstrike, Zscaler etc.)
• Experience deploying third-party networking and security services into VMware NSX for vSphere is a plus
• Working knowledge of Next-Generation Firewall (NGFW) delivered as a cloud-native service is a plus.
• Knowledge of traffic generation tools and scripting languages is a plus
• Previous experience supporting Palo Alto Networks Products is a plus

You’ll be involved in implementing new products, transitioning from old products to new, and will fix integrations and critical issues as they are raised – in fact, you’ll seek them out to ensure our clients are safely supported. We fix and identify technical problems, with a pointed focus of providing the best customer support in the industry.

Compensation Disclosure

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/commissioned roles) is expected to be between $94,000/yr - $152,000/YR. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found .

All your information will be kept confidential according to EEO guidelines.

** Late shift role (Working Hours 2:00 pm - 11:00 pm Central Time) **

Being the cybersecurity partner of choice, protecting our digital way of life.

Your Impact

• Respond to user-reported issues in adherence to established Service Level Agreements
• Triage customer reported issues and respond to them via ticketing system, phone or remote sessions
• Perform advanced troubleshooting at the application level and OS level, using your knowledge and relevant expertise
• Identify the area of fault (code, environment, or configuration) and work with the appropriate team(s) implementing the fix
• Provide timely feedback into the development process on customer-reported product problems
• Document actions to effectively communicate information internally and to customers
• Facilitate root cause investigations and manage the implementation of corrective and preventative measures
• Provide on-call support 24x7 on an as-needed basis including weekend and holidays

Your Experience

• BS/MS engineering, equivalent technical degree or equivalent military experience, or relevant experience required
• Minimum 5+ years of relevant experience in network or security products
• Able to troubleshoot and be a problem solver with analytical proficiency in Linux
• Hands on scripting skills - Javascript OR Python OR Powershell
• Intermediate knowledge of REST API or similar
• Must have knowledge on Security Technologies - Firewalls, Endpoint prevention, SIEM, Vulnerability management tools
• Excellent customer service skills
• Previous experience in at least one customer-facing technical support position as Senior Support Engineer or as Escalations Engineer in Cybersecurity
• SOAR platform experience a plus - writing new and expanding new playbooks using automation and scripting tools

Nice to have

• Excitement for working with automation tools
• SOC experience

Compensation Disclosure

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 between $108000 - $175200/YR. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found .

All your information will be kept confidential according to EEO guidelines.

** Late shift role (Working Hours 2:00 pm - 11:00 pm Central Time) **

Being the cybersecurity partner of choice, protecting our digital way of life.

Your Career

You will work firsthand with our valued customers to address their complex post-sales concerns where analysis of situations or data requires an in-depth evaluation of many factors. You’re a critical thinker in understanding the methods, techniques, and evaluation criteria for obtaining results. You’ll enjoy networking with key contacts outside your own area of expertise, with a strong capability of detailing difficult technical issues to both non-technical and technical professionals.

You will regularly participate in technical discussions with multi-functional teams, creating an environment of transparency that ultimately leads to better products, better working environments, and better cybersecurity. Your quick thinking and support to our clients provides the fast assistance they need to keep their environments secure – which means you’ll need to move quickly, thoughtfully, and provide technical assistance as needed (often, in high pressure situations).

Your Impact

• Provide Technical Support to customers and partners
• Provide configurations, troubleshooting and best practices to customers
• Manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are completed in a timely manner
• Provide fault isolation and root cause analysis for technical issues
• Publish Technical Support Bulletins and other technical documentation in the Knowledge Base
• Review of technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.
• Travel to customer sites in the event of a critical situation to expedite resolution as required
• Provide on-call support 24x7 on an as-needed basis

Your Experience

• Willing to work flexible and varying shift times including weekends and evenings
• Previous experience in a Technical Support environment is required
• Excellent written and verbal communication skills
• Expertise with Remote Access VPN solutions, IPSEC, PKI & SSL, TCP/IP, Authentication Protocols (LDAP, RADIUS, etc.)
• Experience working with Firewall Central Management Systems
• Experience working with a multi-factor authentication security system (tokens, certificates, CAC cards, and similar)
• Working knowledge of Security services (IDS/IPS, Firewalls, etc.)
• Strong ability to independently debug broad, complex, and unique networks with mixed media and protocols required
• Virtualization experience (AWS, Azure, VMWare, OpenStack) is a plus
• Experience with Windows and MAC OS is a plus (Debugging, Editing Registries, Plist, etc.)
• Experience with Cisco, Checkpoint, Juniper (Netscreen), and Fortinet products a plus

You’ll be involved in implementing new products, transitioning from old products to new, and will fix integrations and critical issues as they are raised – in fact, you’ll seek them out to ensure our clients are safely supported. We fix and identify technical problems, with a pointed focus of providing the best customer support in the industry.

Compensation Disclosure

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/commissioned roles) is expected to be between $108000 - $175250/YR. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found .

All your information will be kept confidential according to EEO guidelines.

** Late shift role (Working Hours 2:00 pm - 11:00 pm Central Time) **

Being the cybersecurity partner of choice, protecting our digital way of life.

Your Career

You will work firsthand with our valued Public Sector customers, supporting their complex post-sales concerns where analysis of situations or data requires an in-depth evaluation of many factors. You’re a critical thinker in understanding the methods, techniques, and evaluation criteria for obtaining results. You’ll enjoy networking with key contacts outside your area of expertise, with a strong ability to explain complex technical issues to both non-technical and technical professionals.

You will regularly participate in technical discussions with cross-functional teams, creating an environment of transparency that ultimately leads to better products, stronger partnerships, and enhanced cybersecurity outcomes. Your quick thinking and proactive support provide the fast assistance our Public Sector clients need to keep their environments secure—meaning you’ll need to move quickly, think strategically, and provide expert technical assistance in high-pressure situations..

Your Impact

• Offer advanced-level technical assistance to our Public Sector customers, ensuring prompt resolution of complex issues and providing tailored solutions to optimize their security infrastructure

• Effectively communicate technical solutions to technical and executive stakeholders, fostering trust and credibility within government agencies and organizations

• Provide tailored troubleshooting, configuration guidance, and best practices, with an understanding of government compliance and security requirements

• Take ownership of support cases from initiation to resolution, ensuring meticulous documentation of all troubleshooting steps, timely updates, and comprehensive closure summaries in the ticketing system

• Conduct multi-vendor troubleshooting on complex customer engagements, ensuring a seamless experience for public sector partners

• Utilize fault isolation and root cause analysis skills to provide post-sales technical support, configuration, troubleshooting, and industry best practices to customers

• Be a subject matter expert on core technologies of Palo Alto Networks product line, particularly in environments relevant to public sector customers

• Identify product defects (code, environment) via lab replication using network simulation, lab automation, performance testing, and validation tools

• File bug reports with the engineering team and develop test plans and best practices with Quality Assurance teams to improve overall software and hardware quality per release cycle

• Author Technical Support Bulletins and technical documentation in the Knowledge Base for training materials, marketing collateral, manuals, and problem-solving guides

• Provide on-call support 24x7 on an as-needed basis including weekend and holidays

Your Experience

• Minimum of 5 years of network security experience, with a preference for experience supporting government or public sector clients

• Expertise in TCP/IP, advanced knowledge of LAN/WAN technologies, and general routing/switching

• Understanding of packet flow across multiple OSI layers

• Extensive experience troubleshooting Remote Access VPN solutions

• Ability to independently debug broad, complex, and unique networks with mixed media and protocols

• Proficiency with network troubleshooting tools

• Consistently maintains rigorous case management practices, ensuring thorough documentation and timely updates

• Experience interfacing with firewalls and firewall technology. Next-Generation Firewall (NGFW) experience preferred

Preferred Skills:

• Experience working with U.S. government, federal, state, or local agencies

• Virtualization experience (AWS, Azure, VMware, OpenStack)

• Experience with Windows, Mac OS, and Linux (debugging, editing registries, plist, etc.)

• Multi-vendor interoperability exposure

• Authentication protocols – LDAP, TACACS+, Radius, SAML

• BS in computer science, information technology, computer architecture, electrical engineering, mathematics, or related experience—or equivalent military experience

You'll be involved in implementing new products, transitioning from old products to new, and will fix integrations and critical issues as they are raised. In fact, you'll seek them out to ensure our clients are safely supported. We fix and identify technical problems, with a pointed focus of providing the best customer support in the industry.

Compensation Disclosure

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 between $108000 - $175200/YR. A description of our employee benefits may be found .

All your information will be kept confidential according to EEO guidelines.

** Late shift role (Working Hours 2:00 pm - 11:00 pm Central Time) **

Being the cybersecurity partner of choice, protecting our digital way of life.

Your Impact

• Respond to user-reported issues in adherence to established Service Level Agreements
• Triage customer reported issues and respond to them via ticketing system, phone or remote sessions
• Perform advanced troubleshooting at the application level and OS level, using your knowledge and relevant expertise
• Identify the area of fault (code, environment, or configuration) and work with the appropriate team(s) implementing the fix
• Provide timely feedback into the development process on customer-reported product problems
• Document actions to effectively communicate information internally and to customers
• Facilitate root cause investigations and manage the implementation of corrective and preventative measures

Your Experience

• BS/MS engineering, equivalent technical degree or equivalent military experience, or relevant experience required
• Minimum 5+ years of relevant experience in network or security products
• Able to troubleshoot and be a problem solver with analytical proficiency in Linux
• Hands on scripting skills - Javascript OR Python OR Powershell
• Intermediate knowledge of REST API or similar
• Must have knowledge on Security Technologies - Firewalls, Endpoint prevention, SIEM, Vulnerability management tools
• Excellent customer service skills
• Previous experience in at least one customer-facing technical support position as Senior Support Engineer or as Escalations Engineer in Cybersecurity
• SOAR platform experience a plus - writing new and expanding new playbooks using automation and scripting tools

Nice to have

• Excitement for working with automation tools
• SOC experience

Compensation Disclosure

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 between $108000 - $175200/YR. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found .

All your information will be kept confidential according to EEO guidelines.