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Palo Alto Networks Italia Logo Palo Alto Networks Italia · IT - Administration

Staff Technical Support Engineer, Prisma SD-WAN

United States, Santa Clara 117000.00 - 189200.00 USD / Year · Job Posted May 14, 2026
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Job Description

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.

Job Responsibility

  • 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

Requirements

  • 8+ 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 have

  • 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)
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