Sr Technical Support Engineer Prisma Cloud Compute Focused Services

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.  

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 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 technical services around Prisma Cloud technologies troubleshooting and best practices observations to customers
• Manage support cases to ensure issues are recorded tracked resolved and followups 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 oncall 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 oncall rotation and provide afterhours support on an asneeded basis
• Able to effectively communicate to all levels and stakeholders internally and externally on complex technical issues

Qualifications :

Your Experience

• Expertise in Kubernetes  Proven experience in deploying managing and securing Kubernetes clusters in production environments
• Proficiency in Docker and Cloud Platforms  Extensive handson experience with Docker and strong background in major cloud platforms (AWS GCP 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 nontechnical 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

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 nonsales roles) or base salary commission target (for sales/commissioned roles) is expected to be between $108000 $175200/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.

Is role eligible for Immigration Sponsorship: Yes