PN
Senior Technical Support Engineer (EU Citizenship Required)
Contract type
Ongoing
Work mode
Remote
Experience
Senior · 5+ years
Job description
Senior Technical Support Engineer specializing in SASE with a primary focus on Prisma Access, acting as the technical backbone for European enterprise customers. The role operates on a shift schedule providing out-of-hours coverage.
At a glance
- Work mode
- Remote
What you'll do
- 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
- 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
- Mentor junior engineers, sharing knowledge and fostering a culture of continuous learning and applied problem-solving
- Facilitate root cause investigations and manage the implementation of corrective and preventative measures
- Be the subject matter expert on the core technologies of the Palo Alto Networks product line
What we're looking for
- 5+ years of experience in a technical support or systems engineering role, with at least 2 years focused on SASE or Cloud Security
- Mastery of networking protocols including TCP/IP, BGP, OSPF, IPsec VPNs, SSL/TLS and Web proxy
- Strong understanding of security concepts such as NGFW, ZTNA, SWG, and CASB
- Proficiency in network and API troubleshooting tools (e.g., Wireshark, MTR, Curl)
- Excellent written and verbal communication skills
Nice to have
- Palo Alto Networks certifications (PCNSA, PCNSE, or PCSAE)
- Deep hands-on experience with SASE platforms, specifically Prisma Access (Mobile User & Retail/Remote Office)
- 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
Apply
About Palo Alto Networks
The cybersecurity partner of choice
Palo Alto Networks thrives at the intersection of innovation and impact, solving real-world problems with cutting-edge technology and bold thinking. The company weaves AI into the fabric of everything it does and uses it to augment the impact every individual can have.
Mission
To protect our digital way of life.
Key facts
- Cybersecurity
- Hybrid teams collaborate across geographies
- This role is remote
What they value
- Disruption
- Collaboration
- Execution
- Integrity
- Inclusion