Sr. Technical Support Engineer - Focused Services, Prisma Cloud Compute

    • PaloAlto Networks
  • Posted 52 days ago | Updated 5 hours ago

Overview

On Site
USD 108,400.00 - 175,350.00 per year
Full Time

Skills

Palo Alto
Root cause analysis
Google Cloud
Technical Support
Problem solving
IT service management
Cloud computing
Technical writing
Knowledge base
Technical marketing
Operating systems
Customer engagement
Vulnerability management
Customer support
Cyber security
Leadership
Collaboration
Innovation
Sales
Data
Evaluation
Computer networking
Planning
IMPACT
Management
UPS
Training
SAP BASIS
Kubernetes
Docker
Amazon Web Services
Microsoft Azure
Linux
Continuous integration
Continuous delivery
Jenkins
Ansible
TAC
Communication
SIEM
Firewall
Malware analysis
FOCUS
Immigration

Job Details

Description

Our Mission

At Palo Alto Networks everything starts and ends with our mission:

Being the cybersecurity partner of choice, protecting our digital way of life.

Our vision is a world where each day is safer and more secure than the one before. We are a company built on the foundation of challenging and disrupting the way things are done, and we're looking for innovators who are as committed to shaping the future of cybersecurity as we are.

Our Approach to Work

We lead with flexibility and choice in all of our people programs. We have disrupted the traditional view that all employees have the same needs and wants. We offer personalization and offer our employees the opportunity to choose what works best for them as often as possible - from your wellbeing support to your growth and development, and beyond!

At Palo Alto Networks, we believe in the power of collaboration and value in-person interactions. This is why our employees generally work from the office three days per week, leaving two days for choice and flexibility to work where you feel most effective. This setup fosters casual conversations, problem-solving, and trusted relationships. While details may evolve, our goal is to create an environment where innovation thrives, office-based teams coming together three days a week to collaborate and thrive, together!

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. You're a critical thinker in understanding the methods, techniques, and evaluation criteria for obtaining results. You'll 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 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 personalized 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 you'll 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, troubleshooting and best practices observations 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 24x7 on an as needed basis
  • Provide configurations, troubleshooting and best practices to customers
  • Work with our Engineering team and influence the operability of the product
  • Participate in regular weekend on-call rotation and provide after-hours support on an as-needed basis
  • Able to effectively communicate to all levels and stakeholders - internally and externally on complex technical issues

Your Experience

  • Expertise in Kubernetes - Proven experience in deploying, managing, and securing Kubernetes clusters in production environments
  • Proficiency in Docker and Cloud Platforms - Extensive hands-on experience with Docker and strong background in major cloud platforms (AWS, Google Cloud Platform, Azure)
  • Linux and CI/CD Tools - Strong proficiency in Linux operating systems and CI/CD tools like Jenkins and Ansible
  • 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

Preferred

  • Familiarity with container security tools (e.g., Twistlock)
  • Knowledge of SIEM, vulnerability management tools, and firewalls
  • Understanding of malware, exploits, and operating system structure
  • Certifications such as CKA (Certified Kubernetes Administrator) and AWS Solutions Architect

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 doesn't stop once they sign - it evolves. As threats and technology change, we stay in step to accomplish our mission.

You'll 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, you'll 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

We're trailblazers that dream big, take risks, and challenge cybersecurity's status quo. It's simple: we can't 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.

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/com-missioned roles) is expected to be between $108,400/yr to $175,350/yr. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here .

Is role eligible for Immigration Sponsorship?: Yes