Senior Technical Support Engineer (Prisma Cloud)

Your Career

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 provide post sales technical support to Palo Alto Networks End User Customers via phone e-mail and web. You will utilize your fault isolation and root cause analysis skills to diagnose and solve complex technical issues and provide timely solutions to customers in a professional manner. Youll regularly update support cases to record progress of calls in the call tracking system and document technical solutions and product information in the knowledge base.

Your Impact

• Provide Technical Support to customers and partners
• Provide configurations troubleshooting and best practices to customers
• Manage support cases to ensure issues are recorded tracked resolved and follow-ups are completed in a timely manner
• Provide fault isolation and root cause analysis for technical issues
• Publish Technical Support Bulletins and other technical documentation in the Knowledge Base
• Review of technical documentation for training materials technical marketing collateral manuals troubleshooting guides etc.
• Travel to customer sites in the event of a critical situation to expedite resolution as required
• Provide on-call support on an as-needed basis

Qualifications :

Your Experience 

• Experience of minimum of 4 years in support roles
• Required experience with AWS Azure and/or GCP
• Knowledge in containers and Kubernetes concepts - Must
• Hands on troubleshooting containers and Kubernetes (Preferable)
• Experience using API
• Creative and self starter with ability to troubleshoot and debug issues using many data sources and AI tools.
• Experience with Linux and Windows systems
• Excellent written and verbal communication skills
• Ability to work well is a diverse team environment
• Knowledge of scripting languages preferably Python Bash and JavaScript (Optional)
• Previous experience with Prisma Cloud or Cortex XDR (optional)
• Required knowledge of DevOps and CI/CD (preferably but not mandatory with hands-on experience)
• Familiarity with information security concepts such as CVE CVSS etc.

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.

#LI-NS14

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.

Remote Work :

No

Employment Type :

Full-time