Staff Technical Support Engineer, Prisma SD-WAN

Palo Alto Networks; Plano (TX); On-site; USD 117,000 - 189,200; Full time

Job summary

Palo Alto Networks is seeking a Staff Technical Support Engineer in Plano, Texas. This role involves troubleshooting and resolving complex issues related to Prisma SD-WAN deployments, requiring strong analytical skills and hands-on troubleshooting. Responsibilities include providing post-sales technical support, driving high-impact customer issues to resolution, and collaborating closely with Product and Engineering teams. Candidates should have over 8 years of technical support experience with solid knowledge of networking concepts. The position offers a competitive salary range of $117,000.00 - $189,200.00 per year.

Qualifications

• 8+ years of experience in technical support or network engineering.
• Solid understanding of networking concepts, routing, and VPN technologies.
• Experience troubleshooting real-world network issues.

Responsibilities

• Provide post-sales technical support for Prisma SD-WAN.
• Own and drive complex customer issues until resolution.
• Troubleshoot networking issues across SD-WAN environments.

Skills

Technical support experience

Network engineering

Routing (BGP/OSPF)

VPN technologies (IPsec)

Packet captures

Customer-facing experience

Job description

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 Staff 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 escalate 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.

Qualifications

Required Qualifications

• 8+ 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 (https://benefits.paloaltonetworks.com/).

$117,000.00 - $189,200.00/yr

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? No. Please note that we will not sponsor applicants for work visas for this position.