Palo Alto Networks · 1 day ago
Sr. Technical Support Engineer, Prisma Access Browser
Plano, TX
Full-time
Onsite
Senior Level
$103K/yr - $167K/yr
5+ years expPalo Alto Networks is dedicated to protecting the digital way of life through innovative cybersecurity solutions. The Sr. Technical Support Engineer will provide advanced technical support to customers, manage support cases, and collaborate with cross-functional teams to enhance product offerings.
Agentic AICloud SecurityCyber SecurityNetwork SecuritySecurity
Responsibilities
Provide advanced technical support to customers and partners for Prisma Access Browser
Deliver configurations, troubleshooting, and best practices to customers, ensuring optimal product performance
Manage support cases to ensure issues are recorded, tracked, resolved, and that follow-ups are completed in a timely manner
Perform fault isolation and root cause analysis for complex technical issues
Proactively collaborate with Engineering, QA, and Product Management to resolve issues and enhance product offerings
Publish Technical Support Bulletins and other technical documentation in the Knowledge Base
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
Travel to customer sites for critical situations to expedite resolution when required
Qualification
Required
Bachelor's degree in a technical field or equivalent military experience is required
5+ years of experience in a client-facing, technical support role
Demonstrable experience with IPSEC, TCP/IP, PKI, SSL/TLS, and HTTP/HTTPS protocols
Strong understanding of network routing protocols, with proficiency in BGP being mandatory
Expertise in troubleshooting operating systems including Windows, macOS, and Linux (debugging, registry editing, event log analysis)
Experience with authentication protocols such as SAML, LDAP, or RADIUS
Preferred
Experience working with Firewall Central Management Systems
Proficiency in using browser developer tools (e.g., Chrome Developer Tools) for HAR file analysis and issue isolation
Direct experience with Prisma Access and GlobalProtect solutions
Previous experience working with multi-factor authentication security systems (tokens, certificates, CAC cards)
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
Company data provided by crunchbase