Senior Technical Support Engineer ( Prisma SD-WAN )

Palo Alto Networks•Office - USA - TX, TX

1d•$103,400 - $167,200•Onsite

About The Position

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 Senior 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.

Requirements

5+ 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

Nice To Haves

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)
Relevant industry certifications (e.g., CCNP, CCIE, PCNSE)

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.
To ensure continuous coverage for our customers, this role may require a five-day work schedule that includes one weekend day (e.g., Sunday–Thursday or Tuesday–Saturday)