Senior Technical Support Engineer

This is a fully remote position, open to applicants in Bulgaria.

📋 Description

• Lead the resolution of critical and intricate technical issues related to Prisma Access, GlobalProtect, and cloud-managed service configurations.

• Diagnose routing and connectivity challenges across hybrid environments, including SD-WAN integrations and BGP peering.

• Conduct packet analysis using Wireshark and perform log analysis to identify root causes of high-priority incidents.

• Act as the technical point of contact and advocate for premium enterprise accounts.

• Collaborate with Product Management and Engineering teams to drive product enhancements.

• Manage and optimize Prisma security policies, which encompass SSL Decryption, DLP, WildFire, and Advanced Threat Protection.

• Author technical documentation and knowledge base articles.

• Lead internal training sessions.

• Mentor junior engineers.

• Facilitate root cause investigations and implement both corrective and preventative measures.

• Serve as a subject matter expert on core technologies from Palo Alto Networks.

• Provide after-hours support for European enterprise customers during rotating late evening, night, weekend, and on-call shifts.

⛳️ Requirements

• Over 5 years of experience in a technical support or systems engineering capacity.

• A minimum of 2 years dedicated to SASE or Cloud Security.

• Expertise in TCP/IP, BGP, OSPF, IPsec VPNs, SSL/TLS, and Web proxy.

• Strong knowledge of NGFW, ZTNA, SWG, and CASB.

• Proficient with Wireshark, MTR, Curl, and other network/API troubleshooting tools.

• Exceptional written and verbal communication skills.

• Preferred Palo Alto Networks certifications (PCNSA, PCNSE, or PCSAE).

• Hands-on experience with SASE platforms, particularly Prisma Access, is preferred.

• Cisco CCNP/CCIE or CISSP certification preferred.

• Experience with SAML 2.0, Okta, or Azure AD is preferred.

• Basic scripting skills in Python or PowerShell are preferred.

• Must be willing to work the designated rotating shift schedule, including weekends and on-call rotations.

• No immigration sponsorship or work visa sponsorship is available.

🏝️ Benefits

• Reasonable accommodations for qualified individuals with disabilities or special needs.

• Commitment to equal opportunity employment and diversity.