Sr. Technical Support Engineer, Focused Services, Prisma 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

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

• Extensive hands-on experience with Docker and strong background in major cloud platforms (AWS, GCP, Azure)
• Experience in deploying, managing, and securing Kubernetes clusters in production environments
• Strong proficiency in Linux operating systems and CI/CD tools like Jenkins and Ansible
• Significant experience in a Technical Assistance Center (TAC) or in direct support or consulting roles with customers
• Ability to troubleshoot independently in complex environments with mixed applications and protocols
• 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.

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 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.

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 $108000/YR - $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

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  accommodations@paloaltonetworks.com.

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.