Remote Senior SASE & Cloud Security Support Engineer

Jobs Paloaltonetworks; México; Remote; MXN 700,000 - 1,100,000; Full time

Job summary

Palo Alto Networks is seeking a Senior Technical Support Engineer to address complex post-sales challenges, analyze data, and communicate results to both technical and non-technical stakeholders. This role requires deep SASE expertise, strong cross-functional collaboration, and a focus on security posture for premium enterprise accounts.

The position offers remote work with global collaboration, requiring weekend/on-call coverage.

Qualifications

• 5+ years of experience in a technical support or systems engineering role, with at least 2 years focused on SASE or Cloud Security.
• Deep hands-on experience with SASE platforms, specifically Prisma Access (Mobile User & Retail/Remote Office).
• Strong understanding of security concepts and services, such as ZTNA, SWG, CASB, IDS/IPS, and Firewalls.
• Expertise in Remote Access VPN solutions, PKI & SSL, and Multi-Factor Authentication security systems.
• Proficiency in network and API troubleshooting tools (Wireshark, MTR, Curl) with the ability to independently debug complex networks across mixed media.
• Virtualization experience across cloud and on-premise environments (AWS, Azure, VMware, OpenStack).
• Experience with competitor products, including Cisco, Check Point, Juniper (Netscreen), and Fortinet.
• Excellent written and verbal communication skills.
• Fluency in Spanish and English.

Responsibilities

• Lead the resolution of critical and complex technical issues involving Prisma Access, GlobalProtect, and cloud-managed service configurations.
• Provide troubleshooting, fault isolation, and comprehensive Root Cause Analysis (RCA) for high-priority incidents in hybrid environments, including SD-WAN integrations and BGP peering.
• Perform deep-dive packet analysis (Wireshark) and log analysis to isolate and resolve broad, complex networking and security issues.
• Act as a designated technical point of contact and subject matter expert for premium enterprise accounts, ensuring SASE deployments align with best practices.
• Manage support cases to ensure issues are recorded, tracked, and resolved, and follow-ups, including corrective and preventative measures, are completed in a timely manner.
• Proactively collaborate with Product Management and Engineering to influence product improvements based on customer feedback.
• Publish Technical Support Bulletins, review technical documentation (training materials, marketing collateral, troubleshooting guides), and create Knowledge Base articles.
• Mentor junior engineers, lead internal training sessions, and foster a culture of continuous learning and applied problem-solving.
• Provide coverage that includes mandatory weekend, holiday shift work, on-call support, and potential five-day work schedules featuring one weekend day.

Job description

Palo Alto Networks is seeking a Senior Technical Support Engineer to address complex post-sales challenges, analyze data, and communicate results to both technical and non-technical stakeholders. This role requires deep SASE expertise, strong cross-functional collaboration, and a focus on security posture for premium enterprise accounts.

The position offers remote work with global collaboration, requiring weekend/on-call coverage.