Sr. Technical Support Engineer, Focused Services Cortex 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.  

Under Focused Services you will be a designated customer advocate providing tailored support that includes weekly reviews root cause analysis of critical issues release and upgrade planning and a quarterly business review. Youll gain an in-depth understanding of each customers implementation and business priorities proactively driving best practices and strengthening their overall security posture.

Youll engage in regular technical discussions with cross-functional teams to foster transparency and continuous improvement that ultimately leads to better products better working environments and better this role youll act swiftly and thoughtfully to deliver high-quality technical assistance often in fast-paced high-pressure situations.

Your Impact

• Offer advanced-level technical assistance to our top-tier customers ensuring prompt resolution of complex issues and providing tailored solutions to optimize their security infrastructure

• Effectively communicate technical solutions to technical and executive stakeholders fostering trust and credibility at the highest levels of our customers organizations

• Provide tailored troubleshooting configuration guidance and best practices

• Effectively manage critical and challenging customer support cases for multi-vendor troubleshooting on complex customer engagements and build positive external customer experience by working closely with Account Sales and Marketing teams

• Utilize fault isolation and root cause analysis skills to provide post-sales technical support configuration troubleshooting and standard methodologies to customers

• Be the subject matter expert on core technologies of Palo Alto Networks product lines

• Identify product defects (code environment) via lab replication using network simulation lab automation performance testing and validation tools

• File bug reports with the engineering team and develop test plans and best practices with Quality Assurance teams to improve overall software and hardware quality per release cycle

• Author Technical Support Bulletins and technical documentation in the Knowledge Base for training materials marketing collateral manuals and problem-solving guides

• Travel to customer sites in the event of a critical situation to expedite resolution as required

• Provide support that includes mandatory weekend holiday shift work and on-call support.  Support includes a blend of as-needed and rotational coverage which is subject to change.   

Qualifications :

Your Experience 

• Proven expertise in containerization technologies including Docker and Kubernetes (or similar orchestrators).

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

• 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.)

• 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

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 $108800 - $176000/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.

Remote Work :

No

Employment Type :

Full-time