Senior Technical Support Engineer ( SASE​/Cloud Security​/SD-WAN

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.

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.

We are looking for a dynamic and proactive Senior 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, ensuring our customers feel supported every step of the way.

• Lead the resolution of critical and complex technical issues involving Prisma Access, Global Protect, and cloud-managed service configurations.
• Provide troubleshooting, fault isolation, and comprehensive Root Cause Analysis (RCA) for high-priority incidents in hybrid environments, including SD-WAN integrations and BGP peering.
• Perform deep-dive packet analysis (Wireshark) and log analysis to isolate and resolve broad, complex networking and security issues.
• Act as a designated technical point of contact and subject matter expert for premium enterprise accounts, ensuring SASE deployments align with best practices.
• Manage support cases to ensure issues are recorded, tracked, and resolved, and follow-ups, including corrective and preventative measures, are completed in a timely manner.
• Proactively collaborate with Product Management and Engineering to influence product improvements based on customer feedback.
• Publish Technical Support Bulletins, review technical documentation (training materials, marketing collateral, troubleshooting guides), and create Knowledge Base articles.
• Mentor junior engineers, lead internal training sessions, and foster a culture of continuous learning and applied problem-solving.
• Provide coverage that includes mandatory weekend, holiday shift work, on-call support, and potential five-day work schedules featuring one weekend day (e.g., Sunday-Thursday or Tuesday-Saturday).

• 5+ years of experience in a technical support or systems engineering role, with at least 2 years focused on SASE or Cloud Security.
• Deep hands-on experience with SASE platforms, specifically Prisma Access (Mobile User & Retail/Remote Office), and core Palo Alto Networks product lines.
• Strong understanding of security concepts and services, such as ZTNA, SWG, CASB,…