Senior Technical Support Engineer SASE

Qualifications

• Key Responsibilities
• Lead the resolution of critical and complex technical issues involving Prisma Access, GlobalProtect, and cloud-managed service configurations.
• Debug complex routing and connectivity issues across hybrid environments, including SD-WAN integrations and BGP peering, ensuring seamless service.
• Perform deep-dive packet analysis (Wireshark) and log analysis to provide comprehensive Root Cause Analysis (RCA) for high-priority incidents.
• Act as a designated technical point of contact and advocate for premium enterprise accounts, ensuring their SASE deployment aligns with best practices.
• Proactively collaborate and exchange information with Product Management and Engineering to influence product improvements based on customer feedback.
• Manage and optimize security policies, including SSL Decryption, DLP, WildFire, and Advanced Threat Protection within the Prisma environment.
• Create technical documentation and knowledge base articles, and lead internal training sessions to elevate the team’s collective expertise.
• Mentor junior engineers, sharing knowledge and fostering a culture of continuous learning and applied problem-solving.
• Required Qualifications
• 5+ years of experience in a technical support or systems engineering role, with at least 2 years focused on SASE or Cloud Security.
• Deep hands-on experience with SASE platforms, specifically Prisma Access (Mobile User & Retail/Remote Office).
• Mastery of networking protocols including TCP/IP, BGP, OSPF, and IPsec VPNs.
• Strong understanding of security concepts such as NGFW, ZTNA, SWG, and CASB.
• Proficiency in network and API troubleshooting tools (e.g., Wireshark, MTR, Curl).
• Preferred Qualifications
• Palo Alto Networks certifications (PCNSA, PCNSE, or PCSAE).
• Advanced industry certifications such as Cisco CCNP/CCIE or CISSP.