Staff Technical Support Engineer - SASE ( NAM shift)

About the role

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. As threats and technology change, we stay in step to accomplish our mission.

What you'll do

• 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

What you need

• 8–14 yrs of experience
• Networking
• Troubleshooting
• LLMs
• Customer success
• Any graduate

Good to have

• CCNP
• AWS
• Azure