Senior Technical Support Engineer

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

📋 Description

• Oversee the resolution of critical and intricate technical challenges related to Prisma Access, GlobalProtect, and configurations of cloud-managed services.

• Troubleshoot routing and connectivity issues within hybrid environments, which include SD-WAN integrations and BGP peering.

• Conduct comprehensive packet analysis utilizing Wireshark and perform log analysis for Root Cause Analysis of high-priority incidents.

• Act as the primary technical contact and advocate for premium enterprise clients.

• Work in collaboration with Product Management and Engineering to drive product enhancements.

• Manage and refine security policies including SSL Decryption, DLP, WildFire, and Advanced Threat Protection.

• Develop technical documentation and contribute to the knowledge base.

• Lead internal training sessions.

• Mentor junior engineers.

• Facilitate root cause investigations and the implementation of corrective and preventative actions.

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

⛳️ Requirements

• A minimum of 5 years of experience in a technical support or systems engineering position.

• At least 2 years dedicated to SASE or Cloud Security.

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

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

• Proficiency in using Wireshark, MTR, Curl, and other network/API troubleshooting tools.

• Exceptional written and verbal communication abilities.

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

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

• Cisco CCNP/CCIE or CISSP certifications are preferred.

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

• Basic scripting abilities in Python or PowerShell are preferred.

• Must be able to adhere to the specified shift schedule, which includes late evening shifts, rotating night shifts, weekends, and on-call duties.

• Work authorization/visa sponsorship: Palo Alto Networks will not provide sponsorship for work visas for this role.

🏝️ Benefits

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

• Commitment to equal opportunity employment and consideration without regard to protected characteristics.