Staff Technical Support Engineer - SASE

Job Summary The Team Customer Support - Our Customer Support team is critical to our success and mission. As part of this team, you enable customer success by providing support to clients after they have purchased our products. Our dedication to our customers doesn’t stop once they sign — it evolves. As threats and technology change, we stay in step to accomplish our mission. You’ll be involved in implementing new products, transitioning from old products to new, and fixing integrations and critical issues as they are raised — in fact, you’ll seek them out to ensure our clients are safely supported. We fix and identify technical problems with a pointed focus on providing the best customer support in the industry. Job Summary You will work directly with customers to troubleshoot and resolve complex issues in Prisma SD-WAN deployments across on-prem and cloud environments. This role is focused on handling challenging post-sales problems where issues are not always straightforward and require strong analytical thinking and hands-on troubleshooting. As a Staff Technical Support Engineer, you’ll be involved in high-impact cases and work closely with Engineering and Product teams when a deeper investigation is needed. You’ll also help guide customers through best practices and design considerations based on real-world experience. This role is a good fit for someone who enjoys digging into complex networking problems, working across teams, and being part of situations where quick and thoughtful problem-solving matters. Key Responsibilities Provide post-sales technical support for Prisma SD-WAN, including configuration guidance, troubleshooting, and best practices via phone, email, and web Own and drive complex or high-impact customer issues, including escalation scenarios, until resolution Troubleshoot networking issues across SD-WAN environments, including routing behavior, tunnel stability, and traffic flow Investigate issues using logs, packet captures, and system-level diagnostics Reproduce customer issues when needed and work with Engineering to validate and escalate defects Work with Product and Engineering teams to share customer feedback and help improve product quality Clearly communicate technical findings and recommendations to customers Contribute to knowledge base articles and internal documentation Support and guide other engineers on the team when needed Provide support that includes mandatory weekend, holiday shift work and on-call support. Support includes a blend of as-needed and rotational coverage, which is subject to change. Required Qualifications 8+ years of experience in technical support, network engineering, or a related role Solid understanding of networking concepts, including routing (BGP/OSPF) and VPN technologies (IPsec) Experience troubleshooting real-world network issues (routing behavior, connectivity, stability, etc.) Experience with packet captures, logs, and basic network debugging tools Experience working in customer-facing situations, especially during critical or time-sensitive issues Ability to explain technical issues clearly to both technical and non-technical audiences AI Exposure & Operational Efficiency AI & Automation Familiarity: Experience or a strong interest in leveraging AI utilities and workflow automation platforms (such as coding assistants, low-code integration tools, or orchestration systems) to build helper scripts, streamline diagnostics, or automate repetitive support tasks. Future-Ready Mindset: A basic conceptual understanding of AI workflows (such as LLMs or automated task flows) with an interest in identifying how these technologies can be applied to optimize customer communication or accelerate knowledge sharing (like automated KB drafting) Preferred Qualifications Experience with SD-WAN platforms (Prisma SD-WAN or similar) Exposure to cloud networking (AWS, Azure) Familiarity with hybrid environments (on-prem + cloud) Basic scripting or automation experience is a plus Experience working with cross-functional teams (Engineering/Product/Dev-Ops) Relevant industry certifications (e.g., CCNP, CCIE, PCNSE) Qualifications Our Commitment We’re trailblazers that dream big, take risks, and challenge cybersecurity’s status quo. It’s simple: we can’t accomplish our mission without diverse teams innovating, together. We are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need, please contact us at accommodations@paloaltonetworks.com. Palo Alto Networks is an equal opportunity employer. We celebrate diversity in our workplace, and all qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or other legally protected characteristics. All your information will be kept confidential according to EEO guidelines. Is role eligible for Immigration Sponsorship? No. Please note that we will not sponsor applicants for work visas for this position. Please use this form to provide us with information that will help direct your request and find your data in all of our systems