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

Company 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.

Who We Are

We take our mission of protecting the digital way of life seriously. We are relentless in protecting our customers and we believe that the unique ideas of every member of our team contributes to our collective success. Our values were crowdsourced by employees and are brought to life through each of us everyday - from disruptive innovation and collaboration, to execution. From showing up for each other with integrity to creating an environment where we all feel included.  

As a member of our team, you will be shaping the future of cybersecurity. We work fast, value ongoing learning, and we respect each employee as a unique individual. Knowing we all have different needs, our development and personal wellbeing programs are designed to give you choice in how you are supported. This includes our FLEXBenefits wellbeing spending account with over 1,000 eligible items selected by employees, our mental and financial health resources, and our personalized learning opportunities - just to name a few! 

At Palo Alto Networks, we believe in the power of collaboration and value in-person interactions. This is why our employees generally work full time from our office with flexibility offered where needed. This setup fosters casual conversations, problem-solving, and trusted relationships. Our goal is to create an environment where we all win with precision.

Job Description

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 who understands the methods, techniques, and evaluation criteria for obtaining results. You'll enjoy networking with key contacts outside your area of expertise and have the ability to clearly communicate complex technical issues to both non-technical and technical professionals.

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 stronger cybersecurity. Your quick thinking and support will help clients quickly resolve their issues, ensuring their environments stay secure—requiring you to act swiftly, thoughtfully, and provide expert technical assistance when needed, even in high-pressure situations.

Your Impact

• Provide technical services around Prisma Cloud technologies, including troubleshooting and best practices observations for Kubernetes (K8s), Docker, and cloud platforms (AWS, GCP, Azure)
• Manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are completed in a timely manner
• Perform fault isolation and root cause analysis for technical issues
• Provide configurations, troubleshooting, and best practices to customers in CI/CD pipelines and Linux-based environments
• Publish Technical Support Bulletins and other technical documentation in the Knowledge Base to assist customers and improve operational efficiency
• Review technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.
• Collaborate with the Engineering team to influence the operability of Prisma Cloud and its integrations with other technologies
• Occasional travel to customer sites may be required in the event of a critical situation
• Participate in an infrequent weekend on-call rotation and provide after-hours support as needed
• Provide on-call support 24x7 only on an as-needed basis, with minimal frequency

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 hands-on 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