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 10/30/2026full-timeSão Paulo • BrazilSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in SASE platforms, particularly Prisma Access, and possesses strong troubleshooting skills in hybrid environments. Proficient in network analysis and security best practices, with a focus on customer advocacy and technical mentorship.

Highest-signal resume keywords

Prisma Access ExpertiseSASE Platform ProficiencyWireshark Packet AnalysisRoot Cause AnalysisPalo Alto Networks Certifications

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

SASECloud SecurityNetwork TroubleshootingBGP PeeringRemote Access VPNPKI & SSLMulti-Factor AuthenticationVirtualizationPython ScriptingPowerShell Scripting

Soft Skills

Excellent Communication SkillsMentoringCustomer Advocacy

Tools & Technologies

WiresharkMTRCurlAWSAzureVMwareOpenStackCiscoCheck PointFortinet

Certifications & Qualifications

PCNSAPCNSEPCSAECisco CCNPCisco CCIECISSP

Industry Keywords

ZTNASWGCASBIDS/IPSFirewallsLDAPRADIUSSAML 2.0OktaAzure AD

Tech Stack

Tools & technologies

AWSAzureCloudCyber SecurityFirewallsOpenStackPythonVMware

About the role

Key responsibilities & impact

Lead resolution of critical and complex technical issues involving Prisma Access, GlobalProtect, and cloud-managed service configurations
Provide troubleshooting, fault isolation, and Root Cause Analysis for high-priority incidents in hybrid environments, including SD-WAN integrations and BGP peering
Perform deep-dive packet analysis with Wireshark and log analysis to resolve networking and security issues
Serve as designated technical point of contact and subject matter expert for premium enterprise accounts
Ensure SASE deployments align with best practices
Manage support cases, tracking issues through resolution and completing corrective and preventative follow-ups
Collaborate with Product Management and Engineering to influence product improvements
Publish Technical Support Bulletins, review technical documentation, and create Knowledge Base articles
Mentor junior engineers and lead internal training sessions
Provide customer advocacy through weekly reviews, root cause analysis, release assessments, upgrade planning, and quarterly business reviews
Develop understanding of customer implementations and business objectives and proactively drive security best practices
Engage with cross-functional teams to improve products, workflows, and cybersecurity outcomes

Requirements

What you’ll need

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 ZTNA, SWG, CASB, IDS/IPS, and firewalls
Expertise in Remote Access VPN, PKI & SSL, and Multi-Factor Authentication systems, including tokens, certificates, CAC cards, LDAP, RADIUS, and SAML 2.0
Proficiency with Wireshark, MTR, Curl, and network/API troubleshooting
Ability to independently debug complex networks across mixed media
Virtualization experience across AWS, Azure, VMware, and OpenStack
Experience with Cisco, Check Point, Juniper (Netscreen), and Fortinet
Excellent written and verbal communication skills
Fluency in Portuguese and English
Palo Alto Networks certifications (PCNSA, PCNSE, or PCSAE) preferred
Cisco CCNP/CCIE or CISSP preferred
Experience with Okta or Azure AD integrations preferred
Basic Python or PowerShell scripting preferred
Must submit résumé in English
Must be able to work mandatory weekend and holiday shifts, on-call support, and potential five-day schedules including one weekend day
No immigration sponsorship; applicants must not require work visa sponsorship for this position

Benefits

Comp & perks

Equal opportunity employer
Required accommodations for Persons with Disabilities
No immigration sponsorship is available for this position