Remote Senior SASE & Cloud Security Support Engineer

Palo Alto Networks, Inc.

Ciudad de México

Remote

MXN 600,000 - 900,000

Full time

3 days ago

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Job summary

Palo Alto Networks, Inc. is seeking a Senior Technical Support Engineer to address complex post-sales challenges. You will collaborate with customers to analyze issues, perform RCA, plan upgrades, and deliver tailored support across multi‑cloud and hybrid environments.

You will communicate technical issues to both technical and non-technical audiences, mentor junior engineers, and contribute to knowledge bases. This role requires weekend/on-call coverage and strong problem-solving under pressure.

Qualifications

5+ years in technical support or systems engineering.
At least 2 years focused on SASE or Cloud Security.
Hands-on experience with SASE platforms, especially Prisma Access and Palo Alto Networks products.
Strong understanding of security concepts and services (ZTNA, SWG, CASB, IDS/IPS, Firewalls).
Fluency in Spanish and English.

Responsibilities

Lead resolution of complex technical issues involving Prisma Access, GlobalProtect, and cloud service configurations.
Provide RCA and root-cause analyses for high‑priority incidents in hybrid environments.
Perform packet and log analysis (Wireshark) to isolate network and security issues.
Act as technical point of contact for premium enterprise accounts and ensure deployments align with best practices.
Collaborate with Product Management and Engineering to influence product improvements.