As a critical thinker, you will leverage advanced methods, techniques, and assessment criteria to drive effective solutions. Your strong ability to articulate intricate technical issues to both technical and non-technical audiences will enable you to collaborate seamlessly with stakeholders beyond your immediate domain of expertise.
In this role, you will serve as a designated customer advocate, delivering tailored support that includes weekly reviews, root cause analysis for critical issues, release assessments, upgrade planning, and quarterly business reviews.
You will develop an in-depth understanding of each customer’s unique implementation and business objectives, proactively driving best practices to enhance their security posture.
Regularly engaging in technical discussions with cross-functional teams, you will foster a culture of transparency that leads to stronger products, improved workflows, and enhanced cybersecurity. Your agility and problem-solving skills will be crucial in providing rapid, high-quality assistance often in high-pressure situations, ensuring our customers feel supported every step of the way.
Key Responsibilities
Lead the resolution of critical and complex technical issues involving Prisma Access, GlobalProtect, and cloud-managed service configurations.
Provide troubleshooting, fault isolation, and comprehensive Root Cause Analysis (RCA) for high-priority incidents in hybrid environments, including SD-WAN integrations and BGP peering.
Perform deep-dive packet analysis (Wireshark) and log analysis to isolate and resolve broad, complex networking and security issues.
Act as a designated technical point of contact and subject matter expert for premium enterprise accounts, ensuring SASE deployments align with best practices.
Manage support cases to ensure issues are recorded, tracked, and resolved, and follow-ups, including corrective and preventative measures, are completed in a timely manner.
Proactively collaborate with Product Management and Engineering to influence product improvements based on customer feedback.
Publish Technical Support Bulletins, review technical documentation (training materials, marketing collateral, troubleshooting guides), and create Knowledge Base articles.
Mentor junior engineers, lead internal training sessions, and foster a culture of continuous learning and applied problem-solving.
Provide coverage that includes mandatory weekend, holiday shift work, on-call support, and potential five-day work schedules featuring one weekend day (e.g., Sunday–Thursday or Tuesday–Saturday).
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), and core Palo Alto Networks product lines.
Strong understanding of security concepts and services, such as ZTNA, SWG, CASB, IDS/IPS, and Firewalls.
Expertise in Remote Access VPN solutions, PKI & SSL, and Multi-Factor Authentication security systems (tokens, certificates, CAC cards, LDAP, RADIUS, SAML 2.0).
Proficiency in network and API troubleshooting tools (e.g., Wireshark, MTR, Curl) with the ability to independently debug complex networks across mixed media.
Virtualization experience across cloud and on-premise environments (AWS, Azure, VMware, OpenStack).
Experience with competitor products, including Cisco, Check Point, Juniper (Netscreen), and Fortinet.
Excellent written and verbal communication skills.
Fluency in Spanish and English.
Preferred Qualifications
Palo Alto Networks certifications (PCNSA, PCNSE, or PCSAE).
Advanced industry certifications such as Cisco CCNP/CCIE or CISSP.
Experience with identity provider integrations (e.g., Okta, Azure AD).
Basic scripting skills in Python or PowerShell to automate repetitive diagnostic tasks.
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.
