Senior Technical Support Engineer – Focused Services

September 11

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Palo Alto Networks

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Cybersecurity • Enterprise • AI

Palo Alto Networks is a leading cybersecurity company that offers a comprehensive suite of products and services designed to protect networks, cloud environments, and enterprise operations from cyber threats. The company's offerings include advanced threat prevention, network security, cloud security, IoT security, endpoint protection, and managed detection and response services. With a strong emphasis on AI-driven security operations and zero trust architectures, Palo Alto Networks is recognized as a leader in enterprise firewall solutions and other areas of cybersecurity across numerous sectors worldwide. The company provides expertise in threat intelligence, incident response, and proactive assessment to help organizations secure their infrastructure and data. Their solutions cater to a variety of industries, including financial services, healthcare, manufacturing, and the public sector. Palo Alto Networks is committed to advancing cybersecurity with AI-powered precision to ensure comprehensive protection and efficient threat response.

10,000+ employees

Founded 2005

🔒 Cybersecurity

🏢 Enterprise

💰 $10M Series C on 2008-11

📋 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 • 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 product and support experience • Document troubleshooting steps and resolutions clearly for internal and customer use • Lead root cause analysis and coordinate corrective actions to prevent recurrence • Participate in technical discussions with multi-functional teams and provide fast assistance in high-pressure situations • Implement new products, support product transitions, and fix integrations and critical customer issues

🎯 Requirements

• Have lived in the UK for the last 5 consecutive years OR hold British Citizenship (required for UK Security Clearance) • Demonstrated ability to troubleshoot and resolve complex issues independently • Experience with cloud-native technologies: Kubernetes, Docker, Linux, AWS, Azure, GCP, CI/CD, Terraform, Ansible, Serverless, 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, firewall configurations • Skilled in Python, JSON, YAML, Bash, or other relevant scripting languages • Ability to communicate complex technical solutions to both technical and non-technical audiences • 3–5 years of experience in Technical Support, or similar hands-on roles • Bachelor’s/Master’s degree in a technical field or equivalent practical/military experience

🏖️ Benefits

• FLEXBenefits wellbeing spending account with over 1,000 eligible items • Mental and financial health resources • Personalized learning opportunities and professional development • Flexible working arrangements / employees can work remotely • Reasonable accommodations for qualified individuals with a disability • Inclusive equal opportunity employer practices