Senior Technical Support Engineer

Palo Alto Networks

. Lead resolution of critical and complex technical issues involving Prisma Access, GlobalProtect, and cloud-managed service configurations .

Posted 9/18/2026full-timeRemote • BulgariaSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in resolving complex technical issues related to Prisma Access and cloud security, with a strong focus on network troubleshooting and security policy management. Capable of mentoring junior engineers and creating technical documentation to support enterprise-level clients.

Highest-signal resume keywords

Prisma Access ExpertiseTCP/IP MasteryWireshark ProficiencyPalo Alto Networks CertificationsSASE Platform Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

BGPOSPFIPsec VPNsSSL/TLSWeb ProxyRoot Cause AnalysisPacket AnalysisNetwork TroubleshootingScripting in PythonScripting in PowerShell

Soft Skills

Excellent Communication SkillsMentoringCollaboration

Tools & Technologies

WiresharkMTRCurlSD-WANNGFWZTNASWGCASBOktaAzure AD

Certifications & Qualifications

PCNSAPCNSEPCSAECisco CCNPCisco CCIECISSP

Industry Keywords

Cloud SecuritySASESecurity PoliciesDLPAdvanced Threat ProtectionSSL DecryptionRoot Cause InvestigationsTechnical SupportSystems EngineeringEnterprise Accounts

Tech Stack

Tools & technologies

AzureCloudPythonTCP/IP

About the role

Key responsibilities & impact

Lead resolution of critical and complex technical issues involving Prisma Access, GlobalProtect, and cloud-managed service configurations
Debug routing and connectivity issues across hybrid environments, including SD-WAN integrations and BGP peering
Perform deep-dive packet analysis using Wireshark and log analysis for Root Cause Analysis of high-priority incidents
Act as technical point of contact and advocate for premium enterprise accounts
Collaborate with Product Management and Engineering to influence product improvements
Manage and optimize security policies including SSL Decryption, DLP, WildFire, and Advanced Threat Protection
Create technical documentation and knowledge base articles
Lead internal training sessions
Mentor junior engineers
Facilitate root cause investigations and implementation of corrective and preventative measures
Serve as subject matter expert on Palo Alto Networks core technologies

Requirements

What you’ll need

5+ years of experience in a technical support or systems engineering role
At least 2 years focused on SASE or Cloud Security
Mastery of TCP/IP, BGP, OSPF, IPsec VPNs, SSL/TLS, and Web proxy
Strong understanding of NGFW, ZTNA, SWG, and CASB
Proficiency with Wireshark, MTR, Curl, and network/API troubleshooting tools
Excellent written and verbal communication skills
Palo Alto Networks certifications (PCNSA, PCNSE, or PCSAE) preferred
Deep hands-on experience with SASE platforms, specifically Prisma Access, preferred
Cisco CCNP/CCIE or CISSP preferred
Experience with SAML 2.0, Okta, or Azure AD preferred
Basic scripting skills in Python or PowerShell preferred
Must be able to work the specified shift schedule, including late evening shifts, rotating night shifts, weekends, and on-call rotations
Work authorization/visa sponsorship: Palo Alto Networks will not sponsor applicants for work visas for this position

Benefits

Comp & perks

Reasonable accommodations for qualified individuals with a disability or special need
Equal opportunity employment and consideration without regard to protected characteristics