Sr. Technical Support Engineer, Focused Services
Core
Provide dedicated technical support for Prisma Cloud, resolving complex post-sales issues and ensuring service excellence for customers.
Role type
Senior Technical Support Engineer (Cloud Security)
Builds
Prisma Cloud security platform services
Domain
Cybersecurity, Cloud Infrastructure, DevOps
Deliverable
client delivery
Required skills
Cloud-native technologies (Kubernetes, Docker, Linux, AWS, Azure, GCP), Network protocols (TCP/IP, IPSec, SSL-VPN), Scripting (Python, Bash, YAML), SIEM tools, Vulnerability management, Root cause analysis, Technical troubleshooting (via careerplan.io/jobs/JR-008678-1-sr-technical-support-engineer-focused-services-at-paloaltonetworks)
Preferred skills
CI/CD, Terraform, Ansible, Serverless, Container registries, Malware analysis, Firewall configurations
Technologies
Prisma Cloud, Kubernetes, Docker, Linux, AWS, Azure, GCP, Terraform, Ansible, SIEM
Responsibilities
Respond to user-reported issues within SLAs, Triage and resolve technical issues via ticketing/phone/remote sessions, Troubleshoot complex problems at application and OS levels, Identify root causes and coordinate corrective actions, Document troubleshooting steps and resolutions, Lead root cause analysis to prevent recurrence
Seniority
Senior, hands-on IC