Senior SASE Support Engineer — Remote EU Shifts

Palo Alto Networks, Inc.; Ireland; Remote; EUR 70,000 - 100,000; Full time

Job summary

Palo Alto Networks is seeking a Senior Technical Support Engineer with a focus on SASE and Prisma Access to support European enterprise customers. This remote role requires handling out‑of‑hours coverage with a late-evening Ireland schedule, mentoring juniors, and collaborating with Product Management and Engineering to improve SASE offerings.

You will resolve complex networking and security challenges, work across Hybrid environments, and contribute to RCA investigations while maintaining high

Qualifications

• 5+ years of experience in a technical support or systems engineering role.
• 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.

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‑divpacket analysis (Wireshark) and log analysis to provide 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 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 Prisma.
• 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.

Skills

SASE

Cloud Security

TCP/IP

BGP

OSPF

SSL/TLS

NGFW

ZTNA

SWG

CASB

Wireshark

MTR

Curl

Tools

Wireshark

MTR

Curl

Job description

Palo Alto Networks is seeking a Senior Technical Support Engineer with a focus on SASE and Prisma Access to support European enterprise customers. This remote role requires handling out‑of‑hours coverage with a late-evening Ireland schedule, mentoring juniors, and collaborating with Product Management and Engineering to improve SASE offerings.

You will resolve complex networking and security challenges, work across Hybrid environments, and contribute to RCA investigations while maintaining high