Technical Support Engineer

Staff Technical Support Engineer, Cloud

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

Prisma Cloud Compute Edition delivers a cloud workload protection platform (CWPP) for modern enterprises, providing holistic protection across hosts, containers, and serverless deployments in any cloud, throughout the software lifecycle. Prisma Cloud Compute Edition is cloud native and API-enabled, protecting all your workloads regardless of their underlying compute technology or the cloud in which they run. In addition, it provides Web Application and API Security (WAAS) for any cloud native architecture.

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.

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 personalised 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, including troubleshooting and best practices observations for Cloud platforms (any one of the cloud platforms: AWS, or GCP or Azure)
• Provide configurations, troubleshooting, and best practices to customers in Linux-based environments
• 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
• 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, manual,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

• BE/B.Tech engineering, equivalent technical degree or equivalent military experience required
• Customer Support 8 plus years of experience in a Technical Assistance Center (TAC) or in direct support or consulting roles with customers
• Expertise in Cloud Platforms : Proven hands on experience in anyone of the Cloud Platforms (AWS or Azure or GCP)
• Linux and API troubleshooting - Linux operating systems and also knowledge about API based troubleshooting
• 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.
• Nice to Have / Preferred: Any Cloud certifications (AWS or GCP or Azure or CKA)
• Knowledge of Network Security (or) Cloud Security (or) vulnerability management
• Familiarity with container security tools (e.g., Twistlock)

Additional Information

The Team

Our Global Customer 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.

Our Commitment

We're problem solvers that 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.

Experience LevelSenior Level

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