Sr. Technical Support Engineer, Prisma Access Browser

Company Description

Our Mission

At Palo Alto Networks everything starts and ends with our mission:

Being the cybersecurity partner of choice, protecting our digital way of life.
Our vision is a world where each day is safer and more secure than the one before. We are a company built on the foundation of challenging and disrupting the way things are done, and we're looking for innovators who are as committed to shaping the future of cybersecurity as we are.

Who We Are

We take our mission of protecting the digital way of life seriously. We are relentless in protecting our customers and we believe that the unique ideas of every member of our team contributes to our collective success. Our values were crowdsourced by employees and are brought to life through each of us everyday - from disruptive innovation and collaboration, to execution. From showing up for each other with integrity to creating an environment where we all feel included.

As a member of our team, you will be shaping the future of cybersecurity. We work fast, value ongoing learning, and we respect each employee as a unique individual. Knowing we all have different needs, our development and personal wellbeing programs are designed to give you choice in how you are supported. This includes our FLEXBenefits wellbeing spending account with over 1,000 eligible items selected by employees, our mental and financial health resources, and our personalized learning opportunities - just to name a few!

At Palo Alto Networks, we believe in the power of collaboration and value in-person interactions. This is why our employees generally work full time from our office with flexibility offered where needed. This setup fosters casual conversations, problem-solving, and trusted relationships. Our goal is to create an environment where we all win with precision.

Job Description

Job Summary

In this role, you will work firsthand with our valued customers to address their complex post-sales concerns, requiring in-depth evaluation of various factors. You are a critical thinker who understands the methods, techniques, and evaluation criteria for obtaining results and excels at detailing difficult technical issues to both non-technical and technical professionals. You will regularly participate in technical discussions with multi-functional teams, creating an environment of transparency that leads to better products and enhanced cybersecurity.

Key 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.

Qualifications

Required Qualifications

• 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 Qualifications

• 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).

Additional Information

The Team

Customer Support - Our Customer Support team is critical to our success and mission. As part of this team, you enable customer success by providing support to clients after they have purchased our products. Our dedication to our customers doesn't stop once they sign - it evolves. As threats and technology change, we stay in step to accomplish our mission. You'll be involved in implementing new products, transitioning from old products to new, and fixing integrations and critical issues as they are raised - in fact, you'll seek them out to ensure our clients are safely supported. We fix and identify technical problems with a pointed focus on providing the best customer support in the industry.

Compensation Disclosure

The compensation offered for this position will depend on qualifications, experience, and work location. For candidates who receive an offer at the posted level, the starting base salary (for non-sales roles) or base salary + commission target (for sales/commissioned roles) is expected to be between $103400 - $167200/YR. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here.

Our Commitment

We're problem solvers that take risks and challenge cybersecurity's status quo. It's simple: we can't accomplish our mission without diverse teams innovating, together.

We are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need, please contact us at

Palo Alto Networks is an equal opportunity employer. We celebrate diversity in our workplace, and all qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or other legally protected characteristics.

All your information will be kept confidential according to EEO guidelines.

Is role eligible for Immigration Sponsorship?: Yes