Technical Support Engineer – Prisma Cloud


Palo Alto Networks®

At Palo Alto Networks® everything starts and ends with our mission: protecting our digital way of life. It’s inspired by our vision: a world where each day is safer and more secure than the one before. We’re here for better. As a company with a foundation in challenging the way things are done, we’re looking for innovators who are as committed to shaping the nature of cybersecurity as we are.

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.


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

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.

Your Impact

  • Provide Technical Support to our 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.
  • Provide on-call support, as needed basis
  • Provide configurations, troubleshooting and best practices to customers.
  • Work with our Engineering team and influence the operability of the product.
  • Able to effectively communicate to all levels and stakeholders – internally and externally on complex technical issues

Your Experience

  • 5+ years of related experience.
  • Experience preferred with supporting Cloud-native security products
  • Advantage – BS/MS or equivalent experience required
  • Experience with containers, orchestrators like Kubernetes, Docker, Linux, Cloud Providers (GCP, AWS, Azure), CI/CD, and firewalls configuration (L4/3, L7)
  • Container Registries, Serverless
  • Knowledge of SIEM, vulnerability and compliance management tools, and firewalls
  • Knowledge understanding malware, exploits, operating system structure and behavior
  • Experience with scripting including Python, JSON, YAML, and Bash
  • Working knowledge of Security services (IDS/IPS, Firewalls etc.)
  • Expertise with PKI & SSL, TCP/IP and Routing
  • Experience with OS support – Windows, Linux (strong), MacOS
  • Strong ability to independently troubleshoot, reproduce issues, and identify possible workarounds in broad, complex, and unique environments with mixed applications and protocols required
  • Strong ability to independently debug broad, complex, and unique networks with mixed media and protocols required
  • Willing to work flexible and varying shift times including weekends and evenings
  • Rapid independent learning abilities
  • High service capabilities

Our Commitment

We’re trailblazers that dream big, 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 [email protected].

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.

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