Senior Technical Support Engineer (SASE)

Location: Plano, Texas, United States; primarily office-based with mandatory weekend, holiday, and on-call coverage

Salary: $103,400–$167,200 per year, plus potential restricted stock units and bonus.

Company

Cybersecurity company developing and supporting solutions that protect digital environments, including SASE and cloud security technologies.

What you will do

• Resolve critical technical issues involving Prisma Access, GlobalProtect, and cloud-managed service configurations.
• Debug routing and connectivity problems across hybrid environments, SD-WAN integrations, and BGP peering.
• Perform packet and log analysis using Wireshark and produce root cause analyses for high-priority incidents.
• Serve as the technical point of contact for premium enterprise accounts and align deployments with best practices.
• Collaborate with Product Management and Engineering to influence product improvements based on customer feedback.
• Create technical documentation, lead training sessions, mentor junior engineers, and implement corrective and preventive measures.

Requirements

• 5+ years of experience in technical support or systems engineering, including at least 2 years in SASE or cloud security.
• Hands-on experience with SASE platforms, especially Prisma Access for mobile users and remote offices.
• Strong knowledge of TCP/IP, BGP, OSPF, IPsec VPNs, SSL/TLS, and web proxies.
• Understanding of ZTNA, SWG, and CASB security concepts.
• Experience with Wireshark, MTR, Curl, and network or API troubleshooting.
• Excellent written and verbal communication skills.

Nice to have

• Palo Alto Networks certifications such as PCNSA, PCNSE, or PCSAE.
• CCNP, CCIE, or CISSP certification.
• Experience integrating identity providers such as SAML 2.0, Okta, or Azure AD.
• Basic Python or PowerShell scripting for diagnostic automation.

Culture & Benefits

• Office-based collaboration with flexibility when needed.
• Support for diversity, inclusion, and reasonable workplace accommodations.
• Potential restricted stock units and bonus in addition to base salary.
• Immigration sponsorship eligibility is stated; existing H-1B transfers may be considered, while new sponsorship and future OPT/CPT sponsorship are not currently supported.