Senior Prisma SD-WAN Support Engineer

Palo Alto Networks; Texas; On-site; USD 103,000 - 167,000; Full time

Job summary

Palo Alto Networks is seeking a Senior Technical Support Engineer to work with customers to troubleshoot and resolve complex Prisma SD-WAN issues across on-prem and cloud environments. This role focuses on challenging post-sales problems requiring strong analytical thinking and hands-on troubleshooting.

You will collaborate with Engineering and Product teams, guide customers on best practices, and help improve product quality.

Qualifications

• 5+ years of experience in technical support, network engineering, or a related role.
• Solid understanding of routing (BGP/OSPF) and VPN technologies (IPsec).
• Experience troubleshooting real-world network issues (routing, connectivity, stability).
• Experience with packet captures, logs, and basic network debugging tools.
• Experience in customer-facing situations, especially during critical or time-sensitive issues.
• Ability to explain technical issues clearly to both technical and non-technical audiences.

Responsibilities

• Provide post-sales technical support for Prisma SD-WAN, including configuration guidance, troubleshooting, and best practices via phone, email, and web.
• Own and drive complex or high-impact customer issues, including escalation scenarios, until resolution.
• Troubleshoot networking issues across SD-WAN environments, including routing behavior, tunnel stability, and traffic flow.
• Investigate issues using logs, packet captures, and system-level diagnostics.
• Reproduce customer issues when needed and work with Engineering to validate and elevate defects.
• Work with Product and Engineering teams to share customer feedback and help improve product quality.
• Clearly communicate technical findings and recommendations to customers.
• Contribute to knowledge base articles and internal documentation.
• Support and guide other engineers on the team when needed.
• Provide weekend, holiday on-call support and a rotating five-day schedule.
• To ensure continuous coverage for our customers, this role may require a five-day work schedule that includes one weekend day (e.g., Sunday–Thursday or Tuesday–Saturday).

Skills

5+ yrs exp

Networking concepts

Network troubleshooting

Packet captures

Customer interaction

Clear communication

Tools

Prisma SD-WAN

AWS

Azure

Hybrid environments

Scripting

CCNP/CCIE/PCNSE

Job description

Palo Alto Networks is seeking a Senior Technical Support Engineer to work with customers to troubleshoot and resolve complex Prisma SD-WAN issues across on-prem and cloud environments. This role focuses on challenging post-sales problems requiring strong analytical thinking and hands-on troubleshooting.

You will collaborate with Engineering and Product teams, guide customers on best practices, and help improve product quality.