Job Summary
Your career will involve working firsthand with our valued customers to address complex post sales concerns, where analysis of situations or data requires an in depth evaluation of many factors. You will be a critical thinker, understanding methods, techniques, and evaluation criteria for obtaining results. You will network with key contacts outside your own area of expertise, 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 and a better working environment. Your quick thinking and support to our clients provide fast assistance to keep their environments secure, which means you will need to move quickly, thoughtfully, and provide technical assistance as needed, often in high pressure situations.
Responsibilities
- 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.
Qualifications
- Have lived in the UK for the last 5 consecutive years, or hold British citizenship.
- 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.
- 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.
EEO and Accommodations
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.
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 .
Is role eligible for Immigration Sponsorship? No.