Senior Technical Support Engineer

Overview

Serve as a senior technical authority supporting enterprise customers with complex SASE and cloud security issues, primarily involving Prisma Access. The role includes customer advocacy, cross-functional product collaboration, and mentoring junior engineers.

What you'll do

• Resolve critical issues involving Prisma Access, GlobalProtect, and cloud-managed services.
• Debug routing and connectivity across hybrid environments, SD-WAN integrations, and BGP peering.
• Perform packet and log analysis using Wireshark and produce root cause analyses.
• Manage security policies including SSL decryption, DLP, WildFire, and Advanced Threat Protection.
• Collaborate with Product Management and Engineering on product improvements.
• Create technical documentation and lead internal training sessions.
• Mentor junior engineers and coordinate corrective and preventive measures.

What you'll need

• 5+ years in technical support or systems engineering.
• At least 2 years focused on SASE or cloud security.
• Mastery of TCP/IP, BGP, OSPF, IPsec VPNs, SSL/TLS, and web proxy technologies.
• Understanding of NGFW, ZTNA, SWG, and CASB concepts.
• Proficiency with Wireshark, MTR, Curl, and network or API troubleshooting.
• Excellent written and verbal communication skills.

Nice to have

• Palo Alto Networks certifications such as PCNSA, PCNSE, or PCSAE.
• Hands-on SASE experience with Prisma Access.
• CCNP, CCIE, or CISSP certification.
• Experience with SAML 2.0, Okta, or Azure AD integrations.
• Basic Python or PowerShell scripting skills.

Details

• Remote role based in Poland.
• Late evening shift from 14:00–22:00 Sofia time.
• Rotating night shifts every 3–4 weeks, weekends, and on-call rotations.
• Immigration sponsorship is not provided.