- Company Name
- Palo Alto Networks
- Job Title
- Sr. Technical Support Engineer, Focused Services
- Job Description
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Job Title: Sr. Technical Support Engineer, Focused Services
Role Summary:
Provide advanced, on‑site and remote technical support to customers using Prisma Cloud and related cloud-native technologies. Resolve complex post‑sales issues, conduct root‑cause analyses, and collaborate with engineering to deliver permanent fixes while ensuring high customer satisfaction under defined SLAs.
Expectations:
- Deliver timely, expert support for Prisma Cloud customers, meeting SLAs and quality standards.
- Communicate effectively with technical and non‑technical stakeholders across the organization.
- Participate in product improvement through customer insights and proactive feedback.
- Maintain UK Security Clearance requirements (resident or British citizen).
Key Responsibilities:
- Respond to user‑reported incidents via ticketing system, phone, and remote sessions.
- Diagnose and troubleshoot issues at application, OS, and infrastructure levels (Kubernetes, Docker, Linux, AWS, Azure, GCP).
- Identify root causes (code, configuration, environment) and coordinate with engineering for permanent resolutions.
- Document troubleshooting steps, solutions, and knowledge‑base articles for internal and customer use.
- Lead root‑cause analysis and corrective actions to prevent recurrence.
- Collaborate with cross‑functional teams (product, engineering, security, operations) on technical discussions.
Required Skills:
- 3–5 years of technical support or equivalent hands‑on experience.
- Deep knowledge of cloud‑native technologies: Kubernetes, Docker, Linux, AWS, Azure, GCP, CI/CD, Terraform, Ansible, Serverless, container registries.
- Strong understanding of public cloud deployment best practices and network protocols (TCP/IP, IPSec, SSL‑VPN, NAT, GRE).
- Experience troubleshooting cloud infrastructure, SIEM tools, vulnerability management, malware analysis, firewall configurations.
- Proficiency in scripting: Python, JSON, YAML, Bash, or similar languages.
- Ability to translate complex technical issues for diverse audiences.
- Demonstrated problem‑solving and independent learning skills.
Required Education & Certifications:
- Bachelor’s or Master’s degree in a technical field, or equivalent practical/military experience.
- UK residency for last 5 consecutive years or British citizenship to obtain security clearance.
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