Sr. Technical Support Engineer

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.

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.
• Provide configurations, troubleshooting and best practices to customers
• Work with our Engineering team and influence the operability of the product
• Able to effectively communicate to all levels and stakeholders - internally and externally on complex technical issues

Requirements

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)
• 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
• 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

Additional information

The Team

To stay ahead of the curve, it’s critical to know where the curve is, and how to anticipate the changes we’re facing. For the fastest growing cybersecurity company, the curve is the evolution of cyberattacks, and the products and services that dedicatedly address them. Our engineering team is at the core of our products – connected directly to the mission of preventing cyberattacks. They are constantly innovating – challenging the way we, and the industry, think about cybersecurity. These engineers aren’t shy about building products to solve problems no one has pursued before. They define the industry, instead of waiting for directions. We need individuals who feel comfortable in ambiguity, excited by the prospect of a challenge, and empowered by the unknown risks facing our everyday lives that are only enabled by a secure digital environment.

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 [email protected].

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.