Palo Alto Technical Support Engineer Cortex Cloud 

United States, California 

269783148

Being the cybersecurity partner of choice, protecting our digital way of life.

Your Career

You will work directly with our valued customers to address their complex post-sales concerns, where analyzing situations or data requires an in-depth evaluation of multiple 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 area of expertise, possessing a strong ability to detail complex technical issues to both non-technical and technical professionals.

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

Your Impact

• Offer technical support to customers and partners

• Effectively manage support cases from recording to resolution, including timely follow-ups

• Conduct fault isolation and root cause analysis for technical issues

• Author Technical Support Bulletins and other technical documentation in the Knowledge Base

• Review technical content for training, marketing, manuals, and troubleshooting guides

• Travel to customer sites for critical situations, expediting resolutions as needed

• Provide configurations, troubleshooting, and best practices to customers

• Collaborate with the Engineering team to influence product operability

• Participate in weekend on-call rotation and provide after-hours support as required

• Communicate complex technical issues effectively to internal and external stakeholders

Your Experience

• Experience working with Public Cloud provider technologies and services. (AWS, Azure, GCP, OCI).

• Demonstrate in-depth knowledge and experience in cloud technologies, best practices, and technologies, including containers and serverless architectures such as such as AWS Security Hub, Azure Security Center, and Google Cloud Security Command Center

• Background in the security domain, cloud security highly preferred

• Experience with IAC - (CloudFormation, Terraform, Azure Resource Manager, GCP Cloud Deployment Manager, etc) and CI/CD delivery using code management, configuration management, and automation tools (Jenkins, GitLab, Github, CircleCI, etc.)

• Experience preferred with supporting Cloud native security products

• Understanding and experience working in Windows/MAC/Linux environments

• Hands-on experience working with APIs

• Knowledge of cloud security controls, including the shared responsibility model, incident response, vulnerability mitigation, application firewalls, SIEM, etc.

• Functional knowledge of Go, Python, Powershell, etc. (needed to review and debug existing code), with experience in developing automation scripts and tools

• Experience with any claims-based authentication (SAML/OAuth), MFA, RBAC.

• Understanding of identity and access management (IAM) principles and practices, including role-based access control (RBAC)

• The following certifications are preferred:

  • Prisma Certified Cloud Security Engineer

  • Palo Alto Networks Certified Cloud Security Professional

  • Terraform Associate

  • AWS Certified Solution Architect - Associate

  • Google Cloud Certified Associate Cloud Engineer

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.

Compensation Disclosure

The compensation offered for this position will depend on qualifications, experience, and work location. For candidates who receive an offer at the posted level, the starting base salary (for non-sales roles) or base salary + commission target (for sales/commissioned roles) is expected to be between $82000/YR - $133000/YR. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found .

All your information will be kept confidential according to EEO guidelines.