Sr Technical Support Engineer, Cloud

Your Career

Prisma Cloud Compute Edition delivers a cloud workload protection platform (CWPP) for modern enterprises providing holistic protection across hosts containers and serverless deployments in any cloud throughout the software lifecycle. Prisma Cloud Compute Edition is cloud native and API-enabled protecting all your workloads regardless of their underlying compute technology or the cloud in which they run. In addition it provides Web Application and API Security (WAAS) for any cloud native architecture.

You will work firsthand with our valued customers to address their complex post-sales concerns where analysis of situations or data requires an in-depth evaluation of many factors. Youre a critical thinker in understanding the methods techniques and evaluation criteria for obtaining results. Youll enjoy networking with key contacts outside your own area of expertise with a strong capability of detailing difficult technical issues to both non-technical and technical professionals.  

You will be a designated customer advocate who will assist in providing tailored support weekly reviews root cause analysis for critical issues release review and upgrade planning and a quarterly business review. You will provide personalised support and become deeply familiar with your implementation and business priorities to proactively drive best practices and help you continuously improve your security posture.

You will regularly participate in technical discussions with multi-functional teams creating an environment of transparency that ultimately leads to better products better working environments and better cybersecurity. Your quick thinking and support to our clients provides the fast assistance they need to keep their environments secure which means youll need to move quickly thoughtfully and provide technical assistance as needed (often in high pressure situations).

Your Impact

• Provide technical services around Prisma Cloud technologies including troubleshooting and best practices observations for Cloud platforms (any one  of the cloud platforms: AWS or GCP or Azure)
• Provide configurations troubleshooting and best practices to customers in Linux-based environments.
• Manage support cases to ensure issues are recorded tracked resolved and follow-ups are completed in a timely manner
• Perform fault isolation and root cause analysis for technical issues.
• Publish Technical Support Bulletins and other technical documentation in the Knowledge Base to assist customers and improve operational efficiency.
• Review technical documentation for training materials technical marketing collateral manuals troubleshooting guides etc.
• Collaborate with the Engineering team to influence the operability of Prisma Cloud and its integrations with other technologies.
• Occasional travel to customer sites may be required in the event of a critical situation.
• Participate in an infrequent weekend on-call rotation and provide after-hours support as needed.
• Provide on-call support 24x7 only on an as-needed basis with minimal frequency.

Qualifications :

Your Experience

• BE/ engineering equivalent technical degree or equivalent military experience required
• Customer Support - 5 to 8 years of experience in a Technical Assistance Center (TAC) or in direct support or consulting roles with customers
• Expertise in Cloud Platforms :  Proven hands on experience in anyone of the Cloud Platforms (AWS or Azure or GCP)
• Linux and API troubleshooting  -  Linux operating systems and also knowledge about API based troubleshooting
• Customer Interaction - Significant experience in a Technical Assistance Center (TAC) or in direct support or consulting roles with customers.
• Problem Solving - Ability to troubleshoot independently in complex environments with mixed applications and protocols.
• Communication - Excellent skills in collaborating with both technical and non-technical stakeholders.
• Nice to Have / Preferred : 
• Any Cloud certifications (AWS or GCP or Azure or CKA)
• Knowledge of  Network Security  (or) Cloud Security (or) vulnerability management
• Familiarity with container security tools (e.g. Twistlock)

Additional Information :

The Team

XSOAR is a Security Orchestration Automation and Response family of products that were formerly developed by Demisto (acquired in 2019). XSOAR is a comprehensive Security Operations Platform that combines full case management intelligent automation and collaborative investigation. During 2020 we added a new module to the platform - Threat Intelligence Management as we continue to lead the market of SOAR with innovation. Our teams focus on innovating the most advanced SOAR platform on adding more integrations to 3rd party products covering more use cases and more automations as well as expanding the threat intelligence capabilities of XSOAR . If you are highly motivated competitive and do not shy away from tough challenges come join our mission and become part of some of the best minds in the world to shape the future of security operations. The role offers a fast-paced and interesting mix of technical challenges in an extremely fast-growing environment. You will receive the training necessary to become an expert within the technical support team!

Our Commitment

Were problem solvers that take risks and challenge cybersecuritys status quo. Its simple: we cant 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.

All your information will be kept confidential according to EEO guidelines.

Is role eligible for Immigration Sponsorship No. Please note that we will not sponsor applicants for work visas for this position.