Staff 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 8 plus 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

Our Global 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. Our dedication to our customers doesnt stop once they sign it evolves. As threats and technology change we stay in step to accomplish our mission.

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.