Palo Alto Networks Technical Support Engineer - Prisma Cloud USG in Plano, Texas
Provide Technical Support to our US Government customers and partners
Provide technical services around Prisma Cloud 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 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
2-5+ years of related experience.
Experience prefered with supporting Cloud native security products
Experience with containers, orchestrators like Kubernetes, Docker, Linux, Cloud Providers (GCP, AWS, Azure), CI/CD, Container Registries, Serverless
Knowledge of SIEM, vulnerability management tools and firewalls.
Knowledge understanding malware, exploits, operating system structure and behavior.
Experience with scripting including Python, JSON, YAML, and Bash
Strong ability to independently troubleshoot, reproduce issues and identify feasible workarounds in broad, complex, and unique environments with mixed applications and protocols required.
Knowledge of Cloud infrastructure a plus
BS/MS or equivalent experience required.
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.
Palo Alto Networks
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