Support Engineer

• 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

Senior Technical Support Engineer

• 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