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 9/16/2026full-timeRemote • BulgariaSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing and optimizing Prisma Access and cloud security solutions, with a strong focus on troubleshooting complex network issues and implementing security policies. Proven ability to mentor junior engineers and collaborate effectively with cross-functional teams to drive product improvements.

Highest-signal resume keywords

Prisma Access ManagementTCP/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 ProxyNGFWZTNASWGCASBPython Scripting

Soft Skills

Excellent Communication SkillsMentoring

Tools & Technologies

WiresharkMTRCurlSAML 2.0OktaAzure AD

Certifications & Qualifications

PCNSAPCNSEPCSAECisco CCNPCisco CCIECISSP

Industry Keywords

Cloud SecuritySASETechnical SupportSystems EngineeringNetwork Troubleshooting

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 packet analysis with Wireshark and log analysis for root cause analysis of high-priority incidents
Serve as technical point of contact and advocate for premium enterprise accounts
Collaborate with Product Management and Engineering to influence product improvements
Manage and optimize Prisma 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 implement corrective and preventative measures
Serve as subject matter expert on Palo Alto Networks core technologies
Provide out-of-hours coverage for European enterprise customers on rotating late evening, night, weekend, and on-call shifts

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
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 Python or PowerShell scripting skills preferred
Must be able to work the specified rotating shift schedule, weekends, and on-call rotations
No immigration sponsorship or work visa sponsorship available

Benefits

Comp & perks

Reasonable accommodations for qualified individuals with a disability or special need
Equal opportunity employment and diversity commitment