Senior Technical Support Engineer

Senior support role covering out-of-hours support for European enterprise customers, with a focus on Prisma Access, GlobalProtect, and cloud-managed SASE services. The shift pattern is a late evening shift (14:00–22:00 Sofia time), with rotating night shifts, weekends, and on-call duties. Responsibilities include leading resolution of critical technical issues, debugging routing and connectivity issues across hybrid environments including SD-WAN and BGP peering, packet and log analysis, producing root cause analyses, acting as technical point of contact for premium enterprise accounts, working with Product Management and Engineering on product improvements, managing security policies including SSL decryption, DLP, WildFire, and advanced threat protection, writing technical documentation and knowledge base articles, leading internal training, and mentoring junior engineers.

• 5+ years in technical support or systems engineering, with at least 2 years focused on SASE or cloud security
• Strong knowledge of TCP/IP, BGP, OSPF, IPsec VPNs, SSL/TLS, and web proxies
• Understanding of NGFW, ZTNA, SWG, and CASB
• Troubleshooting skills with Wireshark, MTR, and curl
• Excellent written and verbal communication
• Preferred: PCNSA, PCNSE, or PCSAE; hands-on Prisma Access experience; CCNP, CCIE, or CISSP; SAML 2.0, Okta, or Azure AD integration; Python or PowerShell scripting

Remote role within a hybrid, collaborative team culture