Okay, I've searched for Senior Technical Support Engineer roles in Plano, TX, focusing on network security and SD-WAN technologies, requiring 5+ years of experience, and offering full-time positions. I have found 124 matches for you.

Sure. Here's the analysis:

Job Analysis:

The Sr. Technical Support Engineer, Focused Services - Prisma SDWAN at Palo Alto Networks is fundamentally a highly skilled customer advocate and technical troubleshooter responsible for delivering advanced post-sales support on complex networking and security issues, particularly related to Prisma SDWAN. Beyond simply responding to inbound queries, this role demands a sophisticated understanding of network architectures, routing protocols, VPNs, and multi-factor authentication to diagnose and resolve intricate problems that affect critical security infrastructure. The candidate is expected to own the escalation process from root cause analysis through corrective actions, collaborating cross-functionally with engineering, quality assurance, and product teams to influence software and hardware improvements. The job requires balancing technical depth with strong communication skills—translating complex technical challenges for diverse audiences, including technical peers and customers who may not have the same level of expertise. Success in this role means not only resolving issues within service level agreements but also proactively contributing feedback that shapes product development and ensures long-term customer satisfaction and retention. Candidates must be comfortable working in a fast-paced, mission-critical environment, often under pressure, where decisions have direct impact on customer security posture. Preparing strategically involves deepening expertise in SDWAN and security technologies, developing cross-functional collaboration skills, and honing the ability to manage ambiguity and prioritize effectively across multiple high-stakes cases.

Company Analysis:

Palo Alto Networks stands as the global leader in cybersecurity, distinguished by its innovative posture and cloud-centric vision. The company operates at the cutting edge of transformative technologies like AI, analytics, automation, and orchestration, which enhances the complexity and dynamism of its product ecosystem. For a technical support engineer, this means working in an environment that is constantly evolving, requiring adaptability and a growth mindset. The culture emphasizes disruptive innovation, collaboration, and mutual integrity, favoring professionals who thrive in a setting that values transparency, rapid execution, and continuous learning. Although the default work model encourages in-person interactions to foster stronger ties and spontaneous knowledge sharing, a healthy dose of flexibility is provided. The role itself fits within a critical team that supports premium customers post-sale, reflecting the company's commitment to long-term client success beyond mere product delivery. This position offers substantial visibility across technical and leadership circles due to its involvement in escalations and cross-team communications. Strategically, this is a growth-and-stability hybrid hire, tasked with both scaling support capabilities for Prisma SDWAN and stabilizing customer environments by addressing and preventing critical issues. Aligning with Palo Alto Networks' mission, the role demands someone committed to cybersecurity excellence and who can navigate high-pressure scenarios while contributing to persistent product and service improvements.

Absolutely. Here are some mock interview questions that could come up:

• Behavioral: Tell me about a time when you had to diagnose a complex network issue without clear documentation or prior examples. How did you approach it, and what was the outcome?
• Behavioral: Describe an experience where you had to communicate a complicated technical problem to a non-technical customer or stakeholder. How did you ensure understanding?
• Behavioral: Give an example of how you managed a high-pressure situation involving multiple stakeholders and urgent deadlines related to network security.
• Behavioral: Can you share a time when you identified an opportunity to improve a process or product based on customer feedback? How did you act on it?
• Technical: How would you approach troubleshooting an intermittent connectivity issue in a mixed SD-WAN and traditional network environment?
• Technical: Explain your process for conducting root cause analysis on a reported customer issue involving VPN tunnel failures.
• Technical: What are the key considerations when planning an upgrade for Prisma SDWAN devices in a multi-branch network?
• Technical: Describe your experience with routing protocols such as BGP, OSPF, or EIGRP in large-scale enterprise environments. How have you leveraged this knowledge in support scenarios?
• Situational: Imagine a top-tier customer reports a critical outage during off-hours affecting their SD-WAN infrastructure. What steps do you take to resolve and communicate during this incident?
• Situational: If you suspect the root cause of a security issue lies within the customer's environment but they believe it's a product defect, how would you handle this disagreement?
• Situational: You receive multiple escalations simultaneously that require immediate attention. How do you prioritize your actions and keep all parties informed?
• Company Fit: Why are you interested in joining Palo Alto Networks, specifically in the role focused on Prisma SDWAN support?
• Company Fit: How do your personal values and work style align with Palo Alto Networks’ emphasis on innovation, collaboration, and integrity?
• Company Fit: What are your thoughts on working in a primarily office-based environment with some flexibility, given the company's emphasis on in-person collaboration?
• Questions for Interviewer: How does the Prisma SDWAN support team collaborate with engineering and product management to influence product development?
• Questions for Interviewer: Can you describe the typical career progression and growth opportunities within the Focused Services technical support team?
• Questions for Interviewer: What are the biggest challenges currently facing the Prisma SDWAN support group, and how could someone in this role make an immediate impact?