Technical Support Engineer

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! 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. Job Summary Idira Technical Support Engineers provide front-line technical support for the company's worldwide enterprise customers and partners. They support the entire Idira product line of solutions and resolve the customer's technical problems by interacting with them via web, phone, and email. With Idira being a market-leading, innovative software platform, our Technical Support Engineers are working to learn, develop, and progress within the IT Security world and Idira's global enterprise customers. As such, they have both breadth and depth of knowledge with the company's line of products covering Enterprise IT, Cloud, and the security world. They resolve customer technical issues through diligent research, reproduction, and troubleshooting utilizing all the knowledge they have acquired. They have an eagerness to learn new technologies, take on new challenges, and drive key initiatives with the view to ensure the long-term success of Idira's customers and the company. Idira's Technical Support Engineers have excellent communication skills, and as well as supporting Idira's customers, look to support their colleagues and peers throughout the organization. Key Responsibilities Advanced Resolution: Diagnose and resolve sophisticated, high-tier technical issues and platform escalations via our web portal, live collaborative sessions, and phone. Root-Cause Analysis: Systematically isolate complex system misconfigurations, business logic flaws, and log errors across hybrid and multi-cloud environments. Knowledge Engineering: Author and review highly technical internal and customer-facing content to expand our unified self-service platform. R&D Partnership: Collaborate directly with global engineering and Product Management teams to provide structured bug reports and influence the Idira product roadmap. Trusted Advisory: Serve as a critical technical guide for customer architects and engineering teams during platform deployment, migration, and expansion. Platform Support: Support enterprise clients across the human identity security landscape, including advanced PAM, Identity Governance and Administration (IGA), and Privileged Cloud services. Qualifications Experience: 4+ years in B2B enterprise software technical support or systems engineering, including 2+ years at a SaaS or cybersecurity vendor. (Senior tier available for highly qualified candidates). Windows Administration: Strong expertise in Microsoft Windows Server environments, Active Directory, RDS, and GPOs. Linux Infrastructure: 2+ years of hands-on Linux system administration (RHEL, CentOS) and web server applications. Protocols & Auth: Solid grasp of network protocols and modern authentication frameworks (SAML, OIDC, OAuth, Kerberos). Communication: Exceptional communication skills with a proven track record of managing enterprise-level customer relationships. Pluses: Experience with legacy CyberArk architecture, Cloud platforms (AWS, Azure, GCP), or core security certifications (CISSP, CCSP). 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 accommodations@paloaltonetworks.com. 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.