Senior Technical Support Engineer ( SASE / Cloud Security / SD-WAN | Mexico )
Core
Senior Technical Support Engineer providing post-sales support, root cause analysis, and troubleshooting for complex SASE and Cloud Security issues for enterprise customers.
Role type
Senior IC technical support engineer (SASE/Cloud Security)
Builds
Customer support solutions and knowledge base articles for Palo Alto Networks SASE products
Domain
Cybersecurity, SASE, Cloud Networking
Deliverable
client delivery
Required skills
SASE platforms (Prisma Access, GlobalProtect), SD-WAN, BGP, packet analysis (Wireshark), log analysis, ZTNA, SWG, CASB, VPN, PKI, MFA, cloud virtualization (AWS, Azure, VMware), competitor product knowledge
Preferred skills
Palo Alto Networks certifications (PCNSA, PCNSE, PCSAE), Cisco CCNP/CCIE, CISSP, identity provider integrations, Python/PowerShell scripting
Technologies
Prisma Access, GlobalProtect, SD-WAN, Wireshark, AWS, Azure, VMware, Okta, Azure AD
Responsibilities
Lead resolution of critical technical issues involving SASE and SD-WAN; perform deep-dive packet and log analysis; act as technical point of contact for premium accounts; publish technical bulletins and create knowledge base articles; mentor junior engineers; provide on-call coverage including weekends and holidays
Seniority
Senior, hands-on IC
