Technical Support Engineer, Cortex Cloud

Our Mission

At Palo Alto Networks® everything starts and ends with our mission:

Being the cybersecurity partner of choice, protecting our digital way of life.
Our vision is a world where each day is safer and more secure than the one before. We are a company built on the foundation of challenging and disrupting the way things are done, and we’re looking for innovators who are as committed to shaping the future of cybersecurity as we are.

Who We Are

We take our mission of protecting the digital way of life seriously. We are relentless in protecting our customers and we believe that the unique ideas of every member of our team contributes to our collective success. Our values were crowdsourced by employees and are brought to life through each of us everyday - from disruptive innovation and collaboration, to execution. From showing up for each other with integrity to creating an environment where we all feel included.

As a member of our team, you will be shaping the future of cybersecurity. We work fast, value ongoing learning, and we respect each employee as a unique individual. Knowing we all have different needs, our development and personal wellbeing programs are designed to give you choice in how you are supported. This includes our FLEXBenefits wellbeing spending account with over 1,000 eligible items selected by employees, our mental and financial health resources, and our personalized learning opportunities - just to name a few!

At Palo Alto Networks, we believe in the power of collaboration and value in-person interactions. This is why our employees generally work full time from our office with flexibility offered where needed. This setup fosters casual conversations, problem-solving, and trusted relationships. Our goal is to create an environment where we all win with precision.

Your Career

You will work directly with our valued customers to address their complex post-sales concerns, where analyzing situations or data requires an in-depth evaluation of multiple 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 area of expertise, possessing a strong ability to detail complex technical issues to both non-technical and technical professionals.

You will regularly participate in technical discussions with multi-functional teams, fostering an environment of transparency that ultimately leads to improved products, enhanced working environments, and stronger 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 required (often, in high-pressure situations).

Your Impact

• Offer technical support to customers and partners

• Effectively manage support cases from recording to resolution, including timely follow-ups

• Conduct fault isolation and root cause analysis for technical issues

• Author Technical Support Bulletins and other technical documentation in the Knowledge Base

• Review technical content for training, marketing, manuals, and troubleshooting guides

• Travel to customer sites for critical situations, expediting resolutions as needed

• Provide configurations, troubleshooting, and best practices to customers

• Collaborate with the Engineering team to influence product operability

• Participate in weekend on-call rotation and provide after-hours support as required

• Communicate complex technical issues effectively to internal and external stakeholders

Your Experience 

• 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 such as AWS Security Hub, Azure Security Center, and Google Cloud Security Command Center

• Background in the security domain, cloud security highly preferred

• 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.)

• Experience preferred with supporting Cloud native security products

• Understanding and experience working in Windows/MAC/Linux environments

• Hands-on experience working with APIs

• Knowledge of cloud security controls, including the shared responsibility model, incident response, vulnerability mitigation, application firewalls, SIEM, 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. 

• Understanding of identity and access management (IAM) principles and practices, including role-based access control (RBAC)

• The following certifications are preferred:

  • Prisma Certified Cloud Security Engineer

  • Palo Alto Networks Certified Cloud Security Professional

  • Terraform Associate

  • AWS Certified Solution Architect - Associate

  • Google Cloud Certified Associate Cloud Engineer

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 will fix 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 of providing the best customer support in the industry.

Compensation Disclosure

The compensation offered for this position will depend on qualifications, experience, and work location. For candidates who receive an offer at the posted level, the starting base salary (for non-sales roles) or base salary + commission target (for sales/commissioned roles) is expected to be between $82000/YR - $133000/YR. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here.

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  accommodations@paloaltonetworks.com.

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.