Senior Technical Support Engineer, Cloud

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 our Cloud Workload Protection Platform (Prisma Cloud Compute) 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.
• Travel to customer sites in the event of a critical situation to expedite resolution as required
• Provide on-call support 9 - 6 IST time and 24x7 on an as needed basis
• Provide configurations, troubleshooting and best practices to customers
• Work with our Engineering team and influence the operability of the product
• Participate in regular weekend on-call rotation and provide after-hours support on an as-needed basis
• Able to effectively communicate to all levels and stakeholders - internally and externally on complex technical issues

Your Experience 

• BE/B.Tech engineering, equivalent technical degree or equivalent military experience required
• Customer Support - 5+ years of experience in a Technical Assistance Center (TAC) or in direct support or consulting roles with customers
• 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
• Problem Solving - Ability to troubleshoot independently in complex environments with mixed applications and protocols
• Expertise in Kubernetes - Proven experience in deploying, managing, and securing Kubernetes clusters in production environments
• Communication - Excellent skills in collaborating with both technical and non-technical stakeholders

Good to have

• 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

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 fixing 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 on providing the best customer support in the industry.

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.

Is role eligible for Immigration Sponsorship? No. Please note that we will not sponsor applicants for work visas for this position.

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