Palo Alto Networks · 2 hours ago
Sr. Technical Support Engineer, Prisma SD-WAN, Focused Services
Reston, VA
Full-time
Onsite
Mid, Senior Level
$108K/yr - $162K/yr
5+ years expPalo Alto Networks is a cybersecurity company dedicated to protecting the digital way of life. The Sr. Technical Support Engineer will provide advanced-level technical support to top-tier customers, managing escalations and conducting root cause analysis for complex post-sales concerns.
Agentic AICloud SecurityCyber SecurityNetwork SecuritySecurity
Responsibilities
Provide advanced-level technical support to top-tier customers, ensuring prompt resolution of complex issues and providing tailored solutions
Utilize fault isolation and root cause analysis skills to diagnose and resolve complex technical issues, reproducing customer problems to identify critical defects
Manage and respond to incoming support inquiries via phone and email, adhering to established Service Level Agreements (SLAs)
Perform advanced troubleshooting at the application and OS levels, identifying the area of fault (code, environment, or configuration) and collaborating with appropriate teams for a fix
Facilitate root cause investigations for critical incidents and manage the implementation of corrective and preventative measures
Collaborate with engineering by filing detailed bug reports and develop test plans with QA to improve overall product quality
Author technical documentation, including knowledge base articles and support bulletins, to enable internal teams and customers
Work to reproduce customer issues and qualified critical issues
Respond to user-reported issues in adherence to established Service Level Agreements
Identify the area of fault (code, environment, or configuration) and work with the appropriate team(s) implementing the fix
Provide timely feedback into the development process on customer-reported product problems
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
File bug reports with the engineering team and develops test plans and best practices with Quality Assurance teams to improve overall software and hardware quality per release cycle
Facilitate the hiring and onboarding process with technical screens, train new hires on technical and soft skills, and enable process and tools knowledge for readiness
Travel to customer sites in the event of a critical situation to expedite resolution as required
Qualification
Required
Minimum of 5 years of network security experience along with strong communication and customer service skills
In depth, hands on network troubleshooting skills
Deep understanding of TCP/IP and advanced knowledge of LAN/WAN technologies, expertise with general routing/switching, Routing protocols (e.g BGP, OSPF, EIGRP), branch, and DataCenter Architectures
Expertise with Remote Access VPN solutions and tunneling protocols (IPSEC, GRE, PKI & SSL/TLS, DNS, DHCP)
Experience with Multi-factor Authentication Protocols (2FA, RADIUS, LDAP, AD, CAC cards, tokens etc.)
Working knowledge of Security services (IDS/IPS, Firewalls etc.)
Virtualization experience (AWS, Azure, VMWare, OpenStack)
Experience with Windows, Linux, and Mac OS is a plus (Debugging, Editing Registries, Plist etc.)
The ability to independently debug broad, complex and unique networks with mixed media and protocols is required
Excellent written and verbal communication skills
BS in computer science, information technology, computer architecture, electrical engineering, mathematics or related experience or equivalent military experience required
Excellent written and verbal communication skills
Willingness to work outside of normal business hours, including weekends (As business needs dictates)
Preferred
Knowledge of SD-WAN architectures
Experience with Multi-factor Authentication protocols (2FA, RADIUS, LDAP, AD)
Experience with competitor products from Cisco, Checkpoint, or Juniper
Benefits
Restricted stock units
Bonus
Company
Palo Alto Networks
Palo Alto Networks is a cybersecurity company that offers cybersecurity solutions for organizations.
10001+ employees
H1B Sponsorship
Palo Alto Networks has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (579)
2024 (482)
2023 (341)
2022 (452)
2021 (493)
2020 (235)
Funding
Current Stage
Public CompanyTotal Funding
$65MKey Investors
Icon VenturesLehman HoldingsGlobespan Capital Partners
2012-07-20IPO
2008-11-03Series C· $10M
2008-08-18Series C· $27M
Leadership Team
Helmut Reisinger
CEO EMEA
Nikesh Arora
Chairman CEO
Recent News
2026-01-14
2026-01-13
Jerusalem Post
2026-01-11
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