Senior technical Support engineer- SASE- Prisma Access
The Team
Technical Support - Our technical support team is critical to our success and mission. As part of this team, you enable customer success by providing support to clients after they have purchased our products. Our dedication to our customers doesn't stop once they sign – it evolves. As threats and technology change, we stay in step to accomplish our mission. You'll be involved in implementing new products, transitioning from old products to new, and will fix integrations and critical issues as they are raised – in fact, you'll seek them out to ensure our clients are safely supported. We fix and identify technical problems, with a pointed focus of providing the best customer support in the industry.
Job Summary
We are seeking a high-caliber Senior Technical Support Engineer specializing in SASE with a primary focus on Palo Alto Networks Prisma Access. In this role, you will be the technical backbone for our enterprise customers, solving complex architectural challenges at the intersection of networking and security. As a senior member of the team, you will act as a technical authority, mentoring junior engineers and interfacing directly with Product Management and Engineering to influence the future of our SASE offerings.
Key Responsibilities
- Lead the resolution of critical and complex technical issues involving Prisma Access, GlobalProtect, and cloud-managed service configurations.
- Debug complex routing and connectivity issues across hybrid environments, including SD-WAN integrations and BGP peering, ensuring seamless service.
- Perform deep-dive packet analysis (Wireshark) and log analysis to provide comprehensive Root Cause Analysis (RCA) for high-priority incidents.
- Act as a designated technical point of contact and advocate for premium enterprise accounts, ensuring their SASE deployment aligns with best practices.
- Proactively collaborate and exchange information with Product Management and Engineering to influence product improvements based on customer feedback.
- Manage and optimize security policies, including SSL Decryption, DLP, WildFire, and Advanced Threat Protection within the Prisma environment.
- Create technical documentation and knowledge base articles, and lead internal training sessions to elevate the team's collective expertise.
- Mentor junior engineers, sharing knowledge and fostering a culture of continuous learning and applied problem-solving.
Required Qualifications
- 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).
- Mastery of networking protocols including TCP/IP, BGP, OSPF, and IPsec VPNs.
- Strong understanding of security concepts such as NGFW, ZTNA, SWG, and CASB.
- Proficiency in network and API troubleshooting tools (e.g., Wireshark, MTR, Curl).
Preferred Qualifications
- Palo Alto Networks certifications (PCNSA, PCNSE, or PCSAE).
- Advanced industry certifications such as Cisco CCNP/CCIE or CISSP.
- Experience with identity provider integrations (e.g., SAML 2.0, Okta, Azure AD).
- Basic scripting skills in Python or PowerShell to automate repetitive diagnostic tasks.
