Staff Technical Support Engineer, Prisma SD-WAN

Palo Alto Networks

. Provide post-sales technical support for Prisma SD-WAN, including configuration guidance, troubleshooting, and best practices via phone, email, and web .

Posted 5/14/2026full-timeCalifornia, Texas • 🇺🇸 United StatesLead💰 $117,000 - $189,200 per yearWebsite

Tech Stack

Tools & technologies

AWSAzureCloud

About the role

Key responsibilities & impact

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

What you’ll need

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
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)

Benefits

Comp & perks

employee benefits may be found here
reasonable accommodations for all qualified individuals with a disability

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

network engineeringtroubleshootingroutingBGPOSPFVPNIPsecpacket capturesnetwork debuggingSD-WAN

Soft Skills

customer supportcommunicationproblem-solvingteam collaborationtechnical explanationdocumentationmentoringescalation managementtime managementcustomer feedback

Certifications

CCNPCCIEPCNSE