Senior Technical Support Engineer-Prisma Access
Core
Senior technical support engineer acting as a technical authority for enterprise customers, solving complex architectural challenges at the intersection of networking and security for Palo Alto Networks Prisma Access.
Role type
Senior IC technical support engineer (SASE/Prisma Access)
Builds
SASE deployments and cloud-managed service configurations for enterprise customers
Domain
Cybersecurity, Networking, SASE
Deliverable
client delivery
Required skills
SASE platforms (Prisma Access), networking protocols (TCP/IP, BGP, OSPF, IPsec VPN, SSL/TLS), security concepts (NGFW, ZTNA, SWG, CASB), packet analysis (Wireshark), log analysis, API troubleshooting tools (MTR, Curl), security policy management (SSL Decryption, DLP, WildFire, ATP), mentoring
Preferred skills
Palo Alto Networks certifications (PCNSA, PCNSE, PCSAE), Cisco CCNP/CCIE or CISSP, identity provider integrations (SAML 2.0, Okta, Azure AD), Python or PowerShell scripting
Technologies
Prisma Access, GlobalProtect, Wireshark, MTR, Curl, SAML 2.0, Okta, Azure AD
Responsibilities
Lead resolution of critical technical issues involving Prisma Access and GlobalProtect; Debug complex routing and connectivity issues across hybrid environments; Perform deep-dive packet and log analysis for Root Cause Analysis; Act as technical point of contact for premium enterprise accounts; Collaborate with Product Management and Engineering to influence product improvements; Manage and optimize security policies; Create technical documentation and lead internal training sessions; Mentor junior engineers; Provide on-call support including weekend and holiday shifts
Seniority
Senior, hands-on IC with mentorship responsibilities