Staff Technical Support Engineer - Platinum (Prisma Access)

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.

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.

We are seeking a high-caliber Staff Technical Support Engineer specializing in SASE with a primary focus on Palo Alto Networks Prisma Access. In this role, you will be the technical backbone for our enterprise customers, solving complex architectural challenges at the intersection of networking and security. As a senior member of the team, you will act as a technical authority, mentoring junior engineers and interfacing directly with Product Management and Engineering to influence the future of our SASE offerings.

Lead the resolution of critical and complex technical issues involving Prisma Access, GlobalProtect, and cloud-managed service configurations. Debug complex routing and connectivity issues across hybrid environments, including SD-WAN integrations and BGP peering, ensuring seamless service. Perform deep-dive packet analysis (Wireshark) and log analysis to provide comprehensive Root Cause Analysis (RCA) for high-priority incidents. Act as a designated technical point of contact and advocate for premium enterprise accounts, ensuring their SASE deployment aligns with best practices. Proactively collaborate and exchange information with Product Management and Engineering to influence product improvements based on customer feedback. Manage and optimize security policies, including SSL Decryption, DLP, WildFire, and Advanced Threat Protection within the Prisma environment. Create technical documentation and knowledge base articles, and lead internal training sessions to elevate the team’s collective expertise. Mentor junior engineers, sharing knowledge and fostering a culture of continuous learning and applied problem-solving. Facilitate root cause investigations and manage the implementation of corrective and preventative measures. Be the subject matter expert on the core technologies of the Palo Alto Networks product line 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.

Required Qualifications 8+ years of experience in a technical support or systems engineering role, with at least 2 years focused on SASE or Cloud Security. Deep hands-on experience with SASE platforms, specifically Prisma Access (Mobile User & Retail/Remote Office). Mastery of networking protocols including TCP/IP, BGP, OSPF, IPsec VPNs, SSL/TLS and Web proxy Strong understanding of security concepts such as NGFW, ZTNA, SWG, and CASB. Proficiency in network and API troubleshooting tools (e.g., Wireshark, MTR, Curl). Excellent written and verbal communication skills AI Exposure & Operational Efficiency AI & Automation Familiarity: Experience or a strong interest in leveraging