Senior Technical Support Engineer ( Prisma SD-WAN )

Palo Alto Networks, Inc.; Plano (TX); On-site; USD 103,000 - 142,000; Full time

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)

Skills

Technical Support

Networking concepts

Routing (BGP/OSPF)

VPN technologies (IPsec)

Troubleshooting

Customer-facing

Documentation

Job description

Our Mission

At Palo Alto Networks®, we’re united by a shared mission—to protect our digital way of life. We thrive at the intersection of innovation and impact, solving real-world problems with cutting‑edge technology and bold thinking. Here, everyone has a voice, and every idea counts. If you’re ready to do the most meaningful work of your career alongside people who are just as passionate as you are, you’re in the right place.

Who We Are

In order to be the cybersecurity partner of choice, we must trailblaze the path and shape the future of our industry. This is something our employees work at each day and is defined by our values: Disruption, Collaboration, Execution, Integrity, and Inclusion. We weave AI into the fabric of everything we do and use it to augment the impact every individual can have. If you are passionate about solving real‑world problems and ideating beside the best and the brightest, we invite you to join us!

We believe collaboration thrives in person. That’s why most of our teams work from the office full time, with flexibility when it’s needed. This model supports real‑time problem‑solving, stronger relationships, and the kind of precision that drives great outcomes.

Job Summary

Our Mission

At Palo Alto Networks®, we’re united by a shared mission—to protect our digital way of life. We thrive at the intersection of innovation and impact, solving real‑world problems with cutting‑edge technology and bold thinking. Here, everyone has a voice, and every idea counts. If you’re ready to do the most meaningful work of your career alongside people who are just as passionate as you are, you’re in the right place.

Who We Are

In order to be the cybersecurity partner of choice, we must trailblaze the path and shape the future of our industry. This is something our employees work at each day and is defined by our values: Disruption, Collaboration, Execution, Integrity, and Inclusion. We weave AI into the fabric of everything we do and use it to augment the impact every individual can have. If you are passionate about solving real‑world problems and ideating beside the best and the brightest, we invite you to join us!

We believe collaboration thrives in person. That’s why most of our teams work from the office full time, with flexibility when it’s needed. This model supports real‑time problem‑solving, stronger relationships, and the kind of precision that drives great outcomes.

Job Summary

You will work directly with customers to troubleshoot and resolve complex issues in Prisma SD‑WAN deployments across on‑prem and cloud environments. This role is focused on handling challenging post‑sales problems where issues are not always straightforward and require strong analytical thinking and hands‑on troubleshooting. As a Senior Technical Support Engineer, you’ll be involved in high‑impact cases and work closely with Engineering and Product teams when a deeper investigation is needed. You’ll also help guide customers through best practices and design considerations based on real‑world experience. This role is a good fit for someone who enjoys digging into complex networking problems, working across teams, and being part of situations where quick and thoughtful problem‑solving matters.

Key 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 upscale 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)

Qualifications

Required Qualifications

• 5+ years of experience in technical support, network engineering, or a related role

• Solid understanding of networking concepts, including routing (BGP/OSPF) and VPN technologies (IPsec)

• Experience troubleshooting real‑world network issues (routing behavior, connectivity, stability, etc.)

• Experience with packet captures, logs, and basic network debugging tools

• Experience working in customer‑facing situations, especially during critical or time‑sensitive issues

• Ability to explain technical issues clearly to both technical and non‑technical audiences

Preferred Qualifications

• Experience with SD‑WAN platforms (Prisma SD‑WAN or similar)

• Exposure to cloud networking (AWS, Azure)

• Familiarity with hybrid environments (on‑prem + cloud)

• Basic scripting or automation experience is a plus

• Experience working with cross‑functional teams (Engineering/Product)

• Relevant industry certifications (e.g., CCNP, CCIE, PCNSE)

Compensation Disclosure

The compensation offered for this position will depend on qualifications, experience, and work location. For candidates who receive an offer at the posted level, the starting base salary (for non‑sales roles) or base salary + commission target (for sales/com‑missioned roles) is expected to be the annual range listed below. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here

$103,400 - $142,150/yr

Our Commitment

We’re trailblazers that dream big, take risks, and challenge cybersecurity’s status quo. It’s simple: we can’t accomplish our mission without diverse teams innovating, together.

We are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need, please contact us at [e-mail]

Palo Alto Networks is an equal opportunity employer. We celebrate diversity in our workplace, and all qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or other legally protected characteristics.

All your information will be kept confidential according to EEO guidelines.

Is role eligible for Immigration Sponsorship? Yes

Compensation Disclosure

The compensation offered for this position will depend on qualifications, experience, and work location. For candidates who receive an offer at the posted level, the starting base salary (for non‑sales roles) or base salary + commission target (for sales/com‑missioned roles) is expected to be the annual range listed below. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here.

$103,400.00 - $167,200.00/yr

Our Commitment

We’re trailblazers that dream big, take risks, and challenge cybersecurity’s status quo. It’s simple: we can’t accomplish our mission without diverse teams innovating, together.

We are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need, please contact us at [e-mail]

Palo Alto Networks is an equal opportunity employer. We celebrate diversity in our workplace, and all qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or other legally protected characteristics.

All your information will be kept confidential according to EEO guidelines.

Is role eligible for Immigration Sponsorship?: Yes