Senior Technical Support Engineer- SASE & SD-WAN (NAM Shift)

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 As a Senior Technical Engineer for SASE & SD-WAN, you will be a key technical resource responsible for the architecture, deployment, and optimization of our global network fabric. This role requires a blend of deep routing expertise and a modern 'security-first' mindset to bridge the gap between traditional networking and cloud-native security, ensuring users connect to applications securely and efficiently regardless of location. Key Responsibilities Lead the architecture and design of global SD-WAN overlays and Secure Access Service Edge (SASE) integrations, including ZTNA, CASB, and SWG. Orchestrate the migration from legacy MPLS/VPN architectures to agile, software-defined solutions, ensuring minimal disruption. Proactively collaborate with security teams to implement and enforce Zero Trust principles across the wide area network. Act as the final point of escalation for complex network outages, applying advanced problem-solving to identify root causes and provide practical solutions. Analyze traffic patterns and application performance to fine-tune Forward Error Correction (FEC) and Quality of Service (Qo S) policies for optimal user experience. Challenge existing processes curiously and positively to simplify network operations and improve overall service delivery. Facilitate root cause investigations and manage the implementation of corrective and preventative measures Be the subject matter expert on core technologies of Palo Alto Networks product line 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. Qualifications Required Qualifications 5+ years of experience in Network Engineering, with a minimum of 2 years focused on SD-WAN and/or SASE technologies. Advanced, hands-on experience with SD-WAN platforms such as Cisco Viptela/Velocloud, Palo Alto Prisma SD-WAN, or Fortinet. Mastery of complex routing protocols including BGP and OSPF, and tunneling protocols like IPsec and GRE. Demonstrated experience with SASE components including ZTNA (Zero Trust Network Access), SWG (Secure Web Gateway), CASB (Cloud Access Security Broker), and FWaa S (Firewall as a Service). Strong understanding of cloud networking concepts within AWS, Azure, or GCP (e.g., Direct Connect, Express Route, Transit Gateways). Excellent written and verbal communication skills Preferred Qualifications Professional-level certifications such as CCNP/CCIE (Enterprise or Security), PCNSE, or equivalent provider-specific SASE certifications. Proficiency with network monitoring and deep-packet analysis tools (e.g., Thousand Eyes, Wireshark, Solar Winds). Experience developing automation scripts (Python, Ansible, Terraform) for network infrastructure. Proven ability to build trusted relationships and communicate complex technical concepts to non-technical stakeholders. 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