Job Summary
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’ll be a critical thinker, detailing difficult technical issues to both non‑technical and technical professionals, and regularly participating in technical discussions with multi‑functional teams. You will provide fast, thoughtful technical assistance to keep our customers’ environments secure.
Responsibilities
- Provide dedicated Technical Support for Prisma Cloud, ensuring service excellence in line with the statement of work and industry best practices.
- Respond to user‑reported issues within defined SLAs, ensuring high customer satisfaction.
- Triage and resolve technical issues via ticketing systems, phone, and remote sessions.
- Truant ige troubleshoot complex problems at both the application and operating system levels using deep technical knowledge and collaboration with internal teams.
- Identify root causes (code, configuration, or environment) and work with engineering and product teams to deliver permanent solutions.
- Share insights from customer interactions to improve our product and support experience.
- Document troubleshooting steps and resolutions clearly for both internal and customer use.
- Lead root cause analysis and coordinate corrective actions to prevent recurrence.
Qualifications
- Must have lived in the UK for the last 5 consecutive years or hold British Citizenship to obtain UK Security Clearance.
- Experience troubleshooting and resolving complex issues across varied environments, independently and effectively.
- Experience with cloud‑native technologies: Kubernetes, Docker, Linux, AWS, Azure, GCP, CI/CD, Terraform, Ansible, Serverless, and container registries.
- In‑depth understanding of public cloud platforms and deployment best practices.
- Strong knowledge of network protocols (TCP/IP) and security practices (IPSec, SSL‑VPN, NAT, GRE).
- Hands‑on experience with cloud infrastructure operations and troubleshooting customer tech stacks.
- Familiarity with SIEM tools, vulnerability management, malware analysis, and firewall configurations.
- Ability to communicate complex technical solutions to a wide range of audiences, both technical and non‑technical.
- Skilled in Python, JSON, YAML, Bash, or other relevant scripting languages.
- 3–5 years of experience in Technical Support or similar hands‑on roles.
- Bachelor’s or Master’s degree in a technical field or equivalent practical/military experience.
Equal Opportunity & EEO Statement
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 personal information will be kept confidential in accordance with EEO guidelines.
Disability Accommodation
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 accommodations@paloaltonetworks.com.
Immigration Sponsorship
Is role eligible for Immigration Sponsorship? No. This position does not sponsor work visas.
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