Senior Technical Support Engineer, Focused Services

🕒 April 16

🇬🇧 United Kingdom – Remote

⏰ Full Time

🟠 Senior

📞 Support Engineer

🇬🇧 UK Skilled Worker Visa Sponsor

This company has sponsored UK Skilled Worker visas in the past.

👻 Ghost score 35%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Palo Alto Networks

WebsiteLinkedInAll Job Openings

10,000+ employees

🔒 Cybersecurity

🏢 Enterprise

💰 $1M Seed Round - Morta Security on 2013-02

Cybersecurity • Enterprise

Palo Alto Networks is a global cybersecurity company that provides AI-driven platforms, products, and services to protect networks, cloud workloads, endpoints, and applications. Its portfolio includes next-generation firewalls, SASE and Prisma Cloud (CNAPP) offerings, the Cortex security operations suite (XDR, XSOAR, XSIAM), and Unit 42 threat intelligence and incident response services. Palo Alto Networks helps enterprises secure AI deployments, automate SOC workflows, and prevent, detect, and respond to sophisticated threats across hybrid and multi-cloud environments.

📋 Description

• Provide dedicated Technical Support for Prisma Cloud, ensuring service excellence in line with the statement of work and industry best practices • Respond to user-reported issues within defined SLAs, ensuring high customer satisfaction • Triage and resolve technical issues via ticketing systems, phone, and remote sessions • Troubleshoot complex problems at both the application and operating system levels using deep technical knowledge and collaboration with internal teams • Identify root causes (code, configuration, or environment), and work with engineering and product teams to deliver permanent solutions • Share insights from customer interactions to improve our product and support experience • Document troubleshooting steps and resolutions clearly for both internal and customer use • Lead root cause analysis and coordinate corrective actions to prevent recurrence

🎯 Requirements

• 3–5 years of experience in Technical Support, or similar hands-on roles • Demonstrated ability to troubleshoot and resolve complex issues across varied environments, independently and effectively • Experience with cloud-native technologies: Kubernetes, Docker, Linux, AWS, Azure, GCP, CI/CD, Terraform, Ansible, Serverless, and container registries • In-depth understanding of public cloud platforms and deployment best practices • Strong knowledge of network protocols (TCP/IP) and security practices (IPSec, SSL-VPN, NAT, GRE) • Hands-on experience with cloud infrastructure operations and troubleshooting customer tech stacks. • Familiarity with SIEM tools, vulnerability management, malware analysis, and firewall configurations • Ability to communicate complex technical solutions to a wide range of audiences, both technical and non-technical • Skilled in Python, JSON, YAML, Bash, or other relevant scripting languages • Bachelor’s/Master’s degree in a technical field or equivalent practical/military experience.

🏖️ Benefits

• Health insurance • Professional development opportunities