Snr. Technical Support Engineer, Prisma Cloud - Focused Services (Security Clearance Required)

Your Career

You will work firsthand with our valued customers to address their complex postsales concerns where analysis of situations or data requires an indepth 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 nontechnical and technical professionals.

You will regularly participate in technical discussions with multifunctional 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 dedicated Technical Support for Prisma Cloud ensuring service excellence in line with the statement of work and industry best practices.

• Respond to user-reported issues within defined SLAs ensuring high customer satisfaction.

• Triage and resolve technical issues via ticketing systems phone and remote sessions.

• Troubleshoot complex problems at both the application and operating system levels using deep technical knowledge and collaboration with internal teams.

• Identify root causes (code configuration or environment) and work with engineering and product teams to deliver permanent solutions.

• Share insights from customer interactions to improve our product and support experience.

• Document troubleshooting steps and resolutions clearly for both internal and customer use.

• Lead root cause analysis and coordinate corrective actions to prevent recurrence.
   

Qualifications :

Your Experience

Mandatory Requirements

Due to the nature of this role and the customers we support candidates must either:

• Have lived in the UK for the last 5 consecutive years or

• Hold British Citizenship

• This is essential to obtain UK Security Clearance and is a strict hiring requirement.

• Demonstrated ability to troubleshoot and resolve complex issues across varied environments independently and effectively.

• Experience with cloud-native technologies: Kubernetes Docker Linux AWS Azure GCP CI/CD Terraform Ansible Serverless and container registries.

• In-depth understanding of public cloud platforms and deployment best practices.

• Strong knowledge of network protocols (TCP/IP) and security practices (IPSec SSL-VPN NAT GRE).

• Hands-on experience with cloud infrastructure operations and troubleshooting customer tech stacks.

• Familiarity with SIEM tools vulnerability management malware analysis and firewall configurations.

• Ability to communicate complex technical solutions to a wide range of audiences both technical and non-technical.

• Skilled in Python JSON YAML Bash or other relevant scripting languages.

• 35 years of experience in Technical Support or similar hands-on roles.

• Bachelors/Masters degree in a technical field or equivalent practical/military experience.

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.

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.