At Palo Alto Networks®, we're united by a shared mission-to protect our digital way of life. We thrive at the intersection of innovation and impact, solving real-world problems with cutting-edge technology and bold thinking. In order to be the cybersecurity partner of choice, we must trailblaze the path and shape the future of our industry.

We weave AI into the fabric of everything we do and use it to augment the impact every individual can have. That's why most of our teams work from the office full time, with flexibility when it's needed. This model supports real-time problem-solving, stronger relationships, and the kind of precision that drives great outcomes.

This position operates on a shift schedule to provide out-of-hours coverage for European enterprise customers. The baseline schedule is a late evening shift (14:*:00 Sofia time), rotating periodically onto night shifts (every 3-4 weeks), weekends, and on-call rotations. We are seeking a high-calibre Senior Technical Support Engineer specializing in SASE with a primary focus on Palo Alto Networks Prisma Access.

In this role, you will be the technical backbone for our enterprise customers, solving complex architectural challenges at the intersection of networking and security. As a senior member of the team, you will act as a technical authority, mentoring junior engineers and interfacing directly with Product Management and Engineering to influence the future of our SASE offerings. Lead the resolution of critical and complex technical issues involving Prisma Access, GlobalProtect, and cloud-managed service configurations.

Debug complex routing and connectivity issues across hybrid environments, including SD-WAN integrations and BGP peering, ensuring seamless service. Perform deep-dive packet analysis (Wireshark) and log analysis to provide comprehensive Root Cause Analysis (RCA) for high-priority incidents. Act as a designated technical point of contact and advocate for premium enterprise accounts, ensuring their SASE deployment aligns with best practices.

Proactively collaborate and exchange information with Product Management and Engineering to influence product improvements based on customer feedback. Manage and optimize security policies, including SSL Decryption, DLP, WildFire, and Advanced Threat Protection within the Prisma environment. Create technical documentation and knowledge base articles, and lead internal training sessions to elevate the team's collective expertise.

Mentor junior engineers, sharing knowledge and fostering a culture of continuous learning and applied problem-solving. Be the subject matter expert on the core technologies of the Palo Alto Networks product line 5+ years of experience in a technical support or systems engineering role, with at least 2 years focused on SASE or Cloud Security. Mastery of networking protocols including TCP/IP, BGP, OSPF, IPsec VPNs, SSL/TLS and Web proxy Proficiency in network and API troubleshooting tools (e.g., Palo Alto Networks certifications (PCNSA, PCNSE, or PCSAE). on experience with SASE platforms, specifically Prisma Access (Mobile User & Retail/Remote Office).

Advanced industry certifications such as Cisco CCNP/CCIE or CISSP. SAML 2.0, Okta, Azure AD). Basic scripting skills in Python or PowerShell to automate repetitive diagnostic tasks. We're trailblazers that dream big, 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. Please note that we will not sponsor applicants for work visas for this position.

Case Management: recording and tracking of all activities in CRM (Service Console) NEX and taking ownership of customer issues reported and seeing problems through to resolution Developing and maintaining technical Knowledge Base content Timely communication to customers with focus on customer service and relationship building. We are looking for a Technical Support Engineer to provide assistance to our customers.



You will diagnose and troubleshoot software and hardware problems and help our customers with our applications, programs and hardware.

Technical Support

Engineer responsibilities include resolving issues with our products using remote desktop connections to provide immediate support. If it is necessary, you will go with our BMS partner in order to solve the issue directly to the installation. The main product responsibility will be in Niagara software support.

This can be a PC based supervisor installation, or a field controller based BMS application including integration options. The peripheral devices like I/O modules and connected field devices are part of the support. All devices are communicating via internet and serial wired connections.

Due to that, knowledge about IT infrastructure and communication protocols is needed. To be qualified for this role, you should possess extensive knowledge in a relevant field, like technical engineer (industrial, mechanical, telecommunications, IT .). Provide technical support + Test products & software + Coverage of Technical Support Helpdesk (Phones, mail, email and web support) for the specific BMS product portfolio + Transfer product knowledge to internal staff of Sales Team and to Partners supporting related activities (trainings, technical articles, technical bulletins, webinars.) + Provide mainly post-sales technical assistance for customers: facilitating the identification, investigation, resolution, root cause analysis and replication of technical issues.

Areas include, but are not limited to, configurations, installation procedures, application functionality, and other areas as related to system operations. + Support of BMS New Product Introduction through NPI introduction programs + Facilitate issue identification and analysis + Support cases will have to be timely escalated when appropriate to Tier 3 and/or appropriate resources. Communication with strong focus on customer service and solution quality. Support the knowledge-sharing mindset and apply the Knowledge Management Methodology (KCS) guidelines.

Knowledge

Base co-ownership requires ongoing efforts to continuously create and enhance solutions in the database. Create, track and monitor CRM records for all incoming support requests. Keep the CRM system updated with current information on the support case, related activities and resolution. Maintain and extend product knowledge by self-study and by attending relevant training sessions. Fluent in English and Spanish , verbal and in writing.

Strong Customer

Service & Technical support skills - ability to quickly gain customers trust and confidence. + Degree in Energy, Electrical, Automation, Electronics, IT Engineering + Knowledge of computers, electric & electronic concepts and devices + An interest in technology + Experience with networks and connectivity + Knowledge of HVAC applications + Knowledge about the Niagara technology by Tridium + Ability to communicate and build relationships comfortably with customersExcellent writing skills. Plataformas de formación internas y externas para impulsar tu aprendizaje y desarrollo profesional. Programa de Asistencia al Empleado (EAP): servicio gratuito y confidencial de apoyo ante situaciones relacionadas con el trabajo, la vida personal o asuntos familiares.

Línea de Integridad: canal seguro, privado y confidencial para comunicar de buena fe posibles incidencias o incumplimientos en el ambiente laboral. Actividades periódicas de participación y conexión entre empleados, promoviendo un entorno de trabajo inclusivo y diverso. Plan de pensiones con aportaciones de la empresa, para ayudarte a construir tu futuro financiero. Acceso a protegido médico privado, incluido el reembolso de tratamientos hospitalarios previamente aprobados por la aseguradora.

Beneficios flexibles adaptados a tus necesidades, incluyendo cheques o vales de comida, guardería y transporte, así como opciones de seguro médico para familiares. Seguro de vida con una amplia cobertura, ofreciendo protección financiera y tranquilidad para ti y tu familia We are an equal opportunity employer and value diversity at our company. Join a team recognized for leadership, innovation,



and diversity Cigna Healthcare is a global health service company dedicated to transforming healthcare.

Our mission is to improve the health, well-being, and peace of mind of those we serve. Join our globally recognized brand, where trust, communication, and a positive culture are at the core of everything we do. At Cigna, you'll be part of a purpose-driven team that values innovation, compassion, and impact.

Whether you're shaping better care experiences or supporting customers through life's key moments, your work will matter.

About the role - IBM i / AS400 Production Support Analyst (L2) This role is responsible for providing first-line and Level 2 application support for business-critical applications running on the IBM i (AS400) platform. The analyst will focus on incident resolution, service request fulfillment, monitoring, operational support, troubleshooting, and customer communication to help ensure stable and reliable business operations. Over time, the role provides opportunities to develop deeper IBM i technical knowledge, SQL skills, and application support expertise. You will support the Policy Administration System running on IBM i, ensuring smooth day-to-day operations and stability, particularly across overnight batch processing and critical transaction windows. The role operates within an Agile and ITIL-aligned environment, working closely with support, development, infrastructure, and business teams to investigate issues, coordinate resolutions, and improve service quality. Manage incidents and service requests through ServiceNow + Ensure tickets are updated accurately and resolved within agreed service levels + Support users in resolving application-related issues Application Troubleshooting &

• Analysis + Investigate incidents using available support tools, logs, reports, and system information + Work with senior analysts and development teams to resolve complex incidents + Contribute to root cause analysis activities for recurring issues Operational &

• Batch Support + Support daily and end-of-day operational processes + Support rotational out-of-hours or on-call activities where required Monitoring &

• Service Health + Respond to operational issues in accordance with support procedures + Escalate potential service risks in a timely manner + Support continuous improvement initiatives to improve service stability Customer &

• Stakeholder Support + Provide professional and responsive support to business users + Build positive relationships with customers and support teams + Demonstrate strong customer service skills and a commitment to service excellence Create and maintain knowledge articles and support documentation + Contribute to support runbooks and operational procedures + Develop knowledge of IBM i applications and business processes + Build understanding of SQL, databases, and data investigation techniques + Learn support tools, monitoring solutions, and operational processes + Participate in training and mentoring opportunities provided by senior team members Experience supporting applications, business systems, or technology services + Understanding of application support and incident management processes + Familiarity with service management tools such as ServiceNow, Jira, or similar + Basic understanding of databases and data concepts + Strong Microsoft Office skills, particularly Excel + Exposure to IBM i (AS400) environments Basic SQL knowledge + Experience using monitoring tools + Exposure to Agile or ITIL environments Experience working within an Application Support, Service Desk, Operations Support, or Technology Support environment + Experience handling incidents, service requests, or customer support cases + Experience supporting enterprise applications + Experience within healthcare, insurance, financial services, or other regulated industries + Exposure to production support environments + Experience working within SLA-driven support teams Curious and eager to learn new technologies + Strong customer focus and service mindset + Degree or equivalent experience in Information Technology, Computer Science, Business Information Systems, or a related discipline + ITIL Foundation certification (or willingness to obtain) + ServiceNow experience + Basic SQL training or certification This role provides a pathway into more senior IBM i application support positions. Successful candidates will have opportunities to develop advanced IBM i platform knowledge, SQL capabilities, root cause analysis skills, and application troubleshooting expertise, with potential for progression. Multicultural and hybrid working environment + Private Medical Insurance + Cigna Healthcare is a division of The Cigna Group, is an advocate for better health through every stage of life... #

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