Staff Technical Support Engineer, Prisma SD-WAN
About the role
Our Mission At Palo Alto Networks®, we’re united by a shared mission—to protect our digital way of life. We thrive at the intersection of innovation and impact, solving real-world problems with cutting-edge technology and bold thinking. Here, everyone has a voice, and every idea counts. If you’re ready to do the most meaningful work of your career alongside people who are just as passionate as you are, you’re in the right place.
Who We Are In order to be the cybersecurity partner of choice, we must trailblaze the path and shape the future of our industry. This is something our employees work at each day and is defined by our values: Disruption, Collaboration, Execution, Integrity, and Inclusion. We weave AI into the fabric of everything we do and use it to augment the impact every individual can have. If you are passionate about solving real-world problems and ideating beside the best and the brightest, we invite you to join us! We believe collaboration thrives in person. That’s why most of our teams work from the office full time, with flexibility when it’s needed. This model supports real-time problem-solving, stronger relationships, and the kind of precision that drives great outcomes. 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