Senior SD-WAN Support Engineer — Post-Sales

Palo Alto Networks, Inc.

Plano (TX)

On-site

USD 103,000 - 142,000

Full time

10 days ago

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Job summary

Palo Alto Networks is seeking a Senior Technical Support Engineer to work directly with customers to troubleshoot and resolve complex Prisma SD‑WAN deployments across on‑prem and cloud environments. This role emphasizes strong analytical thinking, hands‑on troubleshooting, and clear communication with customers.

You will collaborate with Engineering and Product teams, share customer feedback, and guide best practices based on real‑world experience.

Qualifications

5+ years in technical support, network engineering, or related roles.
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/time-sensitive issues.
Ability to explain technical issues clearly to technical and non-technical audiences.

Responsibilities

Provide post-sales technical support for Prisma SD-WAN across on-prem and cloud environments.
Own and drive complex or high-impact customer issues 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 and work with Engineering to validate 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 support that includes mandatory weekend, holiday shift work and on‑call support. Support includes a blend of as‑needed and rotational coverage, which is subject to change.
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)