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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Senior Technical Support Engineer ( Prisma SD-WAN ) - **Company:** Palo Alto Networks - **Location:** Plano, TX, United States - **Experience:** Expert - **Salary:** $103,400.0 - $167,200.0 - **Contract:** Permanent contract - **Skills:** Amazon Web Services, Microsoft Azure, Border Gateway Protocol, Cloud Computing, Computer Networks, Software Debugging, Internet Protocol Security (IP SEC), Network Troubleshooting, Routing, Packet Analyzer, Open Shortest Path First (OSPF), Remote Access Technology, Wide Area Networks, Break Fix - **Published:** August 10, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=2f29ee96dbcccb0b ## About the Role * 5+ 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) ## 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 Senior 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., * 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. Support includes a blend of as-needed and rotational coverage, which is subject to change. * To ensure continuous coverage for our customers, this role may require a five-day work schedule that includes one weekend day (e.g., Sunday-Thursday or Tuesday-Saturday) ## Related Videos - [Demystifying application networking in the cloud](https://www.wearedevelopers.com/videos/675-demystifying-application-networking-in-the-cloud) - [Developer Tools for Microsoft Azure](https://www.wearedevelopers.com/videos/450-developer-tools-for-microsoft-azure) - [Data Mining Accessibility](https://www.wearedevelopers.com/videos/802-data-mining-accessibility) - [Creating a routing app with Google Maps API from scratch](https://www.wearedevelopers.com/videos/831-creating-a-routing-app-with-google-maps-api-from-scratch) - [Develop enterprise-ready applications for Microsoft Teams with Azure resources on modern web technologies](https://www.wearedevelopers.com/videos/187-develop-enterprise-ready-applications-for-microsoft-teams-with-azure-resources-on-modern-web-technologies) - [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure) ## Related Articles - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [5 Reasons Why Attending Conferences in 2026 Matters More Than You Think](https://www.wearedevelopers.com/magazine/692-5-reasons-why-attending-conferences-in-2026-matters-more-than-you-think) - [Why Attend a Developer Event in 2026?](https://www.wearedevelopers.com/magazine/688-why-attend-a-developer-event-in-2026) - [Where To Find Software Engineering Jobs](https://www.wearedevelopers.com/magazine/396-where-to-find-software-engineering-jobs) - [Events like RSAC Get You CISOs. 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