Remote Senior SASE & SD-WAN Support Engineer

Palo Alto Networks; United States; Remote; USD 120,000 - 170,000; Full time

Job summary

Palo Alto Networks is seeking a dynamic Senior Technical Support Engineer to address complex post-sales challenges. You will analyze issues requiring deep evaluation of multiple factors and articulate technical concepts to both technical and non-technical audiences.

You will serve as a customer advocate delivering tailored support, conducting root cause analyses, upgrade planning, and quarterly business reviews, while collaborating with cross-functional teams to improve products and security

Qualifications

• 5+ years in technical support or systems engineering.
• At least 2 years focused on SASE or Cloud Security.

Responsibilities

• Lead the resolution of critical and complex technical issues involving Prisma Access, GlobalProtect, and cloud-managed service configurations.
• Provide troubleshooting, fault isolation, and 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 SME for premium enterprise accounts, ensuring SASE deployments align with best practices.
• Manage support cases to ensure issues are recorded, tracked, and resolved, with timely follow-ups and corrective/preventative actions.
• Proactively collaborate with Product Management and Engineering to influence product improvements based on customer feedback.
• Publish Technical Support Bulletins, review documentation, 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 weekend/holiday shifts, on-call support, and possible five-day work weeks.

Skills

Technical support

SASE experience

Cloud security concepts

Excellent communication

Tools

Wireshark

MTR

Curl

Job description

Palo Alto Networks is seeking a dynamic Senior Technical Support Engineer to address complex post-sales challenges. You will analyze issues requiring deep evaluation of multiple factors and articulate technical concepts to both technical and non-technical audiences.

You will serve as a customer advocate delivering tailored support, conducting root cause analyses, upgrade planning, and quarterly business reviews, while collaborating with cross-functional teams to improve products and security