Technical Support Engineer - Designated Engineer FS - Prisma Cloud
Company: Palo Alto Networks Inc.
Posted on: June 8, 2021
At Palo Alto Networks everything starts and ends with our
Being the cybersecurity partner of choice, protecting our
digital way of life.
We have the vision of a world where each day is safer and more
secure than the one before. These aren't easy goals to accomplish -
but we're not here for easy. We're here for better. We are a
company built on the foundation of challenging and disrupting the
way things are done, and we're looking for innovators who are as
committed to shaping the future of cybersecurity as we are.
Our methodology is first class support. We've been recognized
for it as an industry leader and we're dedicated to continuing this
standard. In this role, you will work with our technical account
managers to personalize our customer's experience. You will learn
your client's business objectives in and out within their technical
environment and focus on mitigating risks and resolving any
technical issues in their networks. You're close to the deployment
of cybersecurity solutions - and we need you to recognize risks
before they arise. You get a thrill from seeking out complex issues
and find their resolutions - and you don't wait for those issues to
be escalated from our clients. Instead, you find them. You'll be
working hand in hand with our developers to reproduce the issues
you find and develop permanent solutions to prevent them in the
- Provide designated technical support to customers as outlined
by the statement of work and industry best practices
- Provide configuration review, troubleshooting and improved
standard methodologies to our customers
- Lead support cases, making sure to record, track, and resolve
each issue efficiently and proactively
- Provide fault isolation and root cause analysis for technical
- Publish Technical Support Bulletins and other user
documentation in the Knowledge Base for continuous education and
- Collect and retain customer specific documentation in a secure
location for ease of troubleshooting
- Review of user documentation for training materials, technical
marketing collateral, and manuals
- Travel will be required to customer sites in conjunction with
Technical Account Managers for named accounts, and after hours and
weekend on-call support as needed to support maintenance
Strong ability to independently troubleshoot, reproduce issues
and identify possible workarounds in broad, complex, and unique
environments with mixed applications and protocols required.
Be the first line of defense in solving customer support
requests, and coordinating and prioritizing timely resolutions with
Existing knowledge of, and experience with public cloud platform
(XaaS) features, capabilities, and best use.
Experience with containers, orchestrators like Kubernetes,
Docker, Linux, Cloud Providers (GCP, AWS, Azure), CI/CD, Container
Registries, Serverless a plus.
Experience with scripting including Python, JSON, YAML, and Bash
Knowledge of Cloud infrastructure a plus.
Knowledge understanding of SIEM, vulnerability management tools,
firewalls, malware, exploits, operating system structure and
Strong consulting and project management skills, with validated
results working as a trusted advisor to drive business value for
customers, including the ability to interact with client teams at
various levels of technical and non-technical depth.
- 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.
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 firstname.lastname@example.org.
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
All your information will be kept confidential according to EEO
Keywords: Palo Alto Networks Inc., Plano , Technical Support Engineer - Designated Engineer FS - Prisma Cloud, Other , Plano, Texas
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