Senior Technical Support Engineer

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

📋 Description

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

• Troubleshoot routing and connectivity problems across hybrid environments, encompassing SD-WAN integrations and BGP peering.

• Conduct packet analysis using Wireshark and perform log analysis for root cause determination 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.

• Oversee and enhance security policies, which include SSL Decryption, DLP, WildFire, and Advanced Threat Protection.

• Develop technical documentation and contribute to knowledge base articles.

• Lead internal training initiatives.

• Mentor junior engineers.

• Coordinate root cause investigations and implement corrective and preventative actions.

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

⛳️ 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 proxy.

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

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

• Exceptional written and verbal communication abilities.

• Preference for candidates with 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 certification is preferred.

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

• Basic scripting capabilities in Python or PowerShell are preferred.

• Must be able to work the designated shift schedule, including late evening shifts, rotating night shifts, weekends, and on-call rotations.

• Candidates requiring immigration sponsorship are not eligible for this position, as it does not sponsor work visas.

🏝️ Benefits

• Reasonable accommodations for qualified individuals with disabilities.

• Equal opportunity for employment.

• Confidential management of applicant information in accordance with EEO guidelines.