Senior Technical Support Engineer

Our Mission At Palo Alto Networks®, we’re united by a shared mission—to protect our digital way of life. We thrive at the intersection of innovation and impact, solving real-world problems with cutting-edge technology and bold thinking. Here, everyone has a voice, and every idea counts. If you’re ready to do the most meaningful work of your career alongside people who are just as passionate as you are, you’re in the right place. Who We Are In order to be the cybersecurity partner of choice, we must trailblaze the path and shape the future of our industry. This is something our employees work at each day and is defined by our values: Disruption, Collaboration, Execution, Integrity, and Inclusion. We weave AI into the fabric of everything we do and use it to augment the impact every individual can have. If you are passionate about solving real-world problems and ideating beside the best and the brightest, we invite you to join us! This role is remote, but distance is no barrier to impact. Our hybrid teams collaborate across geographies to solve big problems, stay close to our customers, and grow together. You will be part of a culture that values trust, accountability, and shared success where your work truly matters. Job Summary Please note before applying: This position operates on a shift schedule to provide out-of-hours coverage for European enterprise customers. The baseline schedule is a late evening shift (14:00–22:00 Sofia time), rotating periodically onto night shifts (every 3-4 weeks), weekends, and on-call rotations. 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. 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 Qualifications 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. 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. Preferred Qualifications: 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. Our Commitment We’re trailblazers that dream big, take risks, and challenge cybersecurity’s status quo. It’s simple: we can’t accomplish our mission without diverse teams innovating, together. We are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need, please contact us at . Palo Alto Networks is an equal opportunity employer. We celebrate diversity in our workplace, and all qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or other legally protected characteristics. All your information will be kept confidential according to EEO guidelines. Is role eligible for Immigration Sponsorship? No. Please note that we will not sponsor applicants for work visas for this position.