Technical Support Engineer, Cortex Cloud

Your Career

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

You will regularly participate in technical discussions with multi-functional teams fostering an environment of transparency that ultimately leads to improved products enhanced working environments and stronger 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 required (often in high-pressure situations).

Your Impact

• Offer technical support to customers and partners

• Effectively manage support cases from recording to resolution including timely follow-ups

• Conduct fault isolation and root cause analysis for technical issues

• Author Technical Support Bulletins and other technical documentation in the Knowledge Base

• Review technical content for training marketing manuals and troubleshooting guides

• Travel to customer sites for critical situations expediting resolutions as needed

• Provide configurations troubleshooting and best practices to customers

• Collaborate with the Engineering team to influence product operability

• Participate in weekend on-call rotation and provide after-hours support as required

• Communicate complex technical issues effectively to internal and external stakeholders

Qualifications :

Your Experience 

• Experience working with Public Cloud provider technologies and services. (AWS Azure GCP OCI.).

• Demonstrate in-depth knowledge and experience in cloud technologies best practices and technologies including containers and serverless architectures such as AWS ECS AWS Lambda Azure Functions AWS Fargate Google Cloud Run and other cloud services.

• Background in the security domain cloud security highly preferred

• Strong proficiency in both Linux and Windows operating systems

• Experience with IAC - (CloudFormation Terraform Azure Resource Manager GCP Cloud Deployment Manager etc) and CI/CD delivery using code management configuration management and automation tools (Jenkins GitLab Github CircleCI etc.)

• Highly proficient and experienced in deploying managing and securing Kubernetes clusters in production and development environments

• Knowledge of cloud security controls including the shared responsibility model incident response vulnerability mitigation application firewalls SIEM etc.

• Functional knowledge of Go Python Powershell etc. (needed to review and debug existing code) with experience in developing automation scripts and tools

• Experience with any claims-based authentication (SAML/OAuth) MFA RBAC

• The following certifications are preferred:

  • Prisma Certified Cloud Security Engineer

  • Certified Kubernetes Administrator/Specialist

  • AWS Certified Solution Architect - Associate

  • Google Cloud Certified Associate Cloud Engineer

Additional Information :

The Team

Our technical 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.

Youll be involved in implementing new products transitioning from old products to new and will fix integrations and critical issues as they are raised in fact youll seek them out to ensure our clients are safely supported. We fix and identify technical problems with a pointed focus of providing the best customer support in the industry.

Compensation Disclosure

The compensation offered for this position will depend on qualifications experience and work location. For candidates who receive an offer at the posted level the starting base salary (for non-sales roles) or base salary commission target (for sales/commissioned roles) is expected to be between $82000 - $133000/YR. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here.

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.