IBM i / AS400 Production Support Analyst (L2)

Bright Horizons; Getafe; Hybrid; EUR 65,000 - 90,000; Full time

Benefits offered by this job

Private Medical Insurance

Hybrid working environment

Educational Development Program

Employee Wellbeing Benefits

Job summary

Palo Alto Networks is seeking a Senior Technical Support Engineer specializing in SASE with Prisma Access. 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, you will mentor junior engineers and influence product direction with Product Management and Engineering. This role operates on a shift schedule to provide European coverage, with evenings and occasional nights or

Qualifications

• 5+ years in a technical support or systems engineering role with focus on SASE or Cloud Security.
• Mastery of networking protocols: TCP/IP, BGP, OSPF, IPsec VPNs, SSL/TLS, and Web proxy.
• Strong understanding of NGFW, ZTNA, SWG, CASB concepts.
• Proficiency with troubleshooting tools such as Wireshark, MTR, Curl.
• Excellent written and verbal communication skills.

Responsibilities

• 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 and BGP peering.
• Perform deep-dive packet and log analysis to provide RCA for high-priority incidents.
• Act as a technical point of contact for premium enterprise accounts, ensuring SASE deployments follow best practices.
• Collaborate with Product Management and Engineering to influence product improvements.
• Manage and optimize security policies within Prisma environments (SSL Decryption, DLP, WildFire, ATP).
• Create technical docs and knowledge base articles; lead internal training sessions.

Skills

Networking fundamentals

Customer communication

Problem solving

Team mentoring

Documentation

Education

Degree in IT/Computer Science or related

Tools

Wireshark

MTR

Curl

ServiceNow

SQL basics

Job description

Palo Alto Networks is seeking a Senior Technical Support Engineer specializing in SASE with Prisma Access. 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, you will mentor junior engineers and influence product direction with Product Management and Engineering. This role operates on a shift schedule to provide European coverage, with evenings and occasional nights or