Sr. Technical Support Engineer, Focused Services Cortex Cloud

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.

Under Focused Services, you will be a designated customer advocate providing tailored support that includes weekly reviews, root cause analysis of critical issues, release and upgrade planning, and a quarterly business review. You’ll gain an in-depth understanding of each customer’s implementation and business priorities, proactively driving best practices and strengthening their overall security posture.

You’ll engage in regular technical discussions with cross-functional teams to foster transparency and continuous improvement that ultimately leads to better products, better working environments, and better cybersecurity. In this role, you’ll act swiftly and thoughtfully to deliver high-quality technical assistance, often in fast-paced, high-pressure situations.

Your Impact

• Offer advanced-level technical assistance to our top-tier customers, ensuring prompt resolution of complex issues and providing tailored solutions to optimize their security infrastructure
• Effectively communicate technical solutions to technical and executive stakeholders, fostering trust and credibility at the highest levels of our customers' organizations
• Provide tailored troubleshooting, configuration guidance, and best practices
• Effectively manage critical and challenging customer support cases for multi-vendor troubleshooting on complex customer engagements and build positive external customer experience by working closely with Account, Sales, and Marketing teams
• Utilize fault isolation and root cause analysis skills to provide post-sales technical support, configuration, troubleshooting, and standard methodologies to customers
• Be the subject matter expert on core technologies of Palo Alto Networks product lines
• Identify product defects (code, environment) via lab replication using network simulation, lab automation, performance testing, and validation tools
• File bug reports with the engineering team and develop test plans and best practices with Quality Assurance teams to improve overall software and hardware quality per release cycle
• Author Technical Support Bulletins and technical documentation in the Knowledge Base for training materials, marketing collateral, manuals, and problem-solving guides
• Travel to customer sites in the event of a critical situation to expedite resolution as required
• Provide support that includes mandatory weekend, holiday shift work and on-call support. Support includes a blend of as-needed and rotational coverage, which is subject to change.

Your Experience

• Proven expertise in containerization technologies, including Docker and Kubernetes (or similar orchestrators).
• Highly proficient and experienced in deploying, managing, and securing Kubernetes clusters in production and development environments
• Experience working with public Cloud provider technologies and services. (AWS, Azure, GCP, OCI).
• Demonstrate in-depth knowledge and experience in cloud technologies, best practices, and technologies, including containers and serverless architectures such as AWS ECS, AWS Lambda, Azure Functions, AWS Fargate, Google Cloud Run, and other cloud services.
• Background in the security domain, cloud security highly preferred
• Strong proficiency in both Linux and Windows operating systems
• Experience with IAC - (CloudFormation, Terraform, Azure Resource Manager, GCP Cloud Deployment Manager, etc) and CI/CD delivery using code management, configuration management, and automation tools (Jenkins, GitLab, Github, CircleCI, etc.)
• Functional knowledge of Go, Python, Powershell, etc. (needed to review and debug existing code), with experience in developing automation scripts and tools
• Experience with any claims-based authentication (SAML/OAuth), MFA, RBAC
• The following certifications are preferred:
• Prisma Certified Cloud Security Engineer
• Certified Kubernetes Administrator/Specialist