Senior Technical Support Engineer, EU Citizenship Required

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

📋 Description

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

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

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

• Serve as the technical point of contact and advocate for premium enterprise clients.

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

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

• Develop technical documentation and create knowledge base articles.

• Lead internal training sessions for staff.

• Mentor junior engineers, fostering their professional development.

• Facilitate investigations into root causes and implement corrective and preventative actions.

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

• Provide after-hours support for European enterprise clients on a rotating basis, including late evenings, nights, weekends, and on-call shifts.

⛳️ Requirements

• EU citizenship is mandatory.

• Candidates must be located in Remote - Ireland.

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

• At least 2 years of experience should be concentrated on SASE or Cloud Security.

• In-depth knowledge of TCP/IP, BGP, OSPF, IPsec VPNs, SSL/TLS, and Web proxy is essential.

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

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

• Exceptional written and verbal communication skills are a must.

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

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

• Cisco CCNP/CCIE or CISSP certifications are preferred.

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

• Basic knowledge of Python or PowerShell scripting is preferred.

• Applicants must not require immigration sponsorship; work visa sponsorship is unavailable.

🏝️ Benefits

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

• Commitment to equal opportunity employment.

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