Senior Technical Support Engineer, EU Citizenship Required

• Lead resolution of critical and complex technical issues involving Prisma Access, GlobalProtect, and cloud-managed service configurations
• Debug routing and connectivity issues across hybrid environments, including SD-WAN integrations and BGP peering
• Perform deep-dive packet analysis with Wireshark and log analysis for root cause analysis of high-priority incidents
• Act as technical point of contact and advocate for premium enterprise accounts
• Collaborate with Product Management and Engineering to influence product improvements
• Manage and optimize Prisma security policies, including SSL Decryption, DLP, WildFire, and Advanced Threat Protection
• Create technical documentation and knowledge base articles
• Lead internal training sessions
• Mentor junior engineers
• Facilitate root cause investigations and implement corrective and preventative measures
• Serve as subject matter expert on core Palo Alto Networks technologies
• Provide out-of-hours coverage for European enterprise customers on a rotating schedule, including late evening, night, weekend, and on-call shifts

• EU citizenship required
• Must be based in Remote - Ireland
• 5+ years of experience in a technical support or systems engineering role
• At least 2 years focused on SASE or Cloud Security
• Mastery of TCP/IP, BGP, OSPF, IPsec VPNs, SSL/TLS, and Web proxy
• Strong understanding of NGFW, ZTNA, SWG, and CASB
• Proficiency in Wireshark, MTR, Curl, and network/API troubleshooting tools
• Excellent written and verbal communication skills
• Palo Alto Networks certifications (PCNSA, PCNSE, or PCSAE) preferred
• Deep hands-on experience with SASE platforms, specifically Prisma Access, preferred
• Cisco CCNP/CCIE or CISSP preferred
• Experience with SAML 2.0, Okta, or Azure AD preferred
• Basic Python or PowerShell scripting skills preferred
• Applicants must not require immigration sponsorship; work visa sponsorship is not available

• Reasonable accommodations for all qualified individuals with a disability or special need
• Equal opportunity employment
• Confidential handling of applicant information according to EEO guidelines