Senior Technical Support Engineer (SASE / Cloud Security / SD-WAN | Mexico) (Cybersecurity)

Location: Remote, Mexico City, Ciudad de Mexico, Mexico; mandatory weekend and holiday shifts, on-call support, and possible five-day schedules including one weekend day.

Company

Cybersecurity company developing and supporting technologies that protect digital environments and enterprise customers.

What you will do

• Lead resolution of critical technical issues involving Prisma Access, GlobalProtect, cloud-managed services, SD-WAN integrations, and BGP peering.
• Perform troubleshooting, fault isolation, deep-dive packet analysis with Wireshark, log analysis, and root cause analysis for high-priority incidents.
• Serve as the technical point of contact and subject matter expert for premium enterprise accounts, supporting best-practice SASE deployments.
• Manage support cases, follow-ups, corrective actions, and preventative measures through resolution.
• Collaborate with Product Management and Engineering on product improvements, documentation, technical bulletins, and Knowledge Base content.
• Mentor junior engineers and lead internal training sessions.

Requirements

• 5+ years of experience in technical support or systems engineering, including at least 2 years focused on SASE or Cloud Security.
• Deep hands-on experience with SASE platforms, specifically Prisma Access and core Palo Alto Networks products.
• Strong understanding of ZTNA, SWG, CASB, IDS/IPS, and firewalls.
• Expertise in Remote Access VPN, PKI and SSL, and MFA systems including tokens, certificates, CAC cards, LDAP, RADIUS, and SAML 2.0.
• Proficiency with Wireshark, MTR, Curl, and other network and API troubleshooting tools, with the ability to debug complex mixed-media networks independently.
• Experience with AWS, Azure, VMware, and OpenStack across cloud and on-premise environments.
• Experience with Cisco, Check Point, Juniper Netscreen, and Fortinet products.
• Excellent written and verbal communication skills.
• Fluency in Spanish and English.

Nice to have

• Palo Alto Networks certifications such as PCNSA, PCNSE, or PCSAE.
• Advanced certifications such as Cisco CCNP, CCIE, or CISSP.
• Experience integrating identity providers such as Okta and Azure AD.
• Basic Python or PowerShell scripting skills for automating diagnostic tasks.

Culture & Benefits

• Remote role with collaboration across geographies.
• Culture focused on trust, accountability, shared success, collaboration, inclusion, and continuous learning.
• Reasonable accommodations are available for qualified individuals with disabilities or special needs.
• Weekend, holiday, and on-call coverage is required.
• Visa sponsorship is not available for this position.