Being the cybersecurity partner of choice, protecting our digital way of life.
Your Career
You will work firsthand with our valued customers to address their complex post-sales concerns where analysis of situations or data requires an in-depth evaluation of many 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 own area of expertise, with a strong capability of detailing difficult technical issues to both non-technical and technical professionals.
Under Focused Services, you will be a designated customer advocate who will assist in providing tailored support, weekly reviews, root cause analysis for critical issues, release review and upgrade planning, and a quarterly business review. You will provide personalized support and become deeply familiar with your implementation and business priorities to proactively drive best practices and help you continuously improve your security posture.
You will regularly participate in technical discussions with multi-functional teams, creating an environment of transparency that ultimately leads to better products, better working environments, and better 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 needed (often, in high pressure situations).
Your Impact
- Provide technical services around Prisma Cloud technologies, troubleshooting and best practices observations to customers
- Manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are completed in a timely manner
- Provide fault isolation and root cause analysis for technical issues
- Publish Technical Support Bulletins and other technical documentation in the Knowledge Base
- Review of technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.
- Travel to customer sites in the event of a critical situation to expedite resolution as required
- Provide on-call support 24x7 on an as needed basis
- Provide configurations, troubleshooting and best practices to customers
- Work with our Engineering team and influence the operability of the product
- Participate in regular weekend on-call rotation and provide after-hours support on an as-needed basis
- Able to effectively communicate to all levels and stakeholders - internally and externally on complex technical issues
Your Experience
- Expertise in Kubernetes - Proven experience in deploying, managing, and securing Kubernetes clusters in production environments
- Proficiency in Docker and Cloud Platforms - Extensive hands-on experience with Docker and strong background in major cloud platforms (AWS, GCP, Azure)
- Linux and CI/CD Tools - Strong proficiency in Linux operating systems and CI/CD tools like Jenkins and Ansible
- Customer Interaction - Significant experience in a Technical Assistance Center (TAC) or in direct support or consulting roles with customers
- Problem Solving - Ability to troubleshoot independently in complex environments with mixed applications and protocols
- Communication - Excellent skills in collaborating with both technical and non-technical stakeholders
Preferred
- Familiarity with container security tools (e.g., Twistlock)
- Knowledge of SIEM, vulnerability management tools, and firewalls
- Understanding of malware, exploits, and operating system structure
- Certifications such as CKA (Certified Kubernetes Administrator) and AWS Solutions Architect
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.
All your information will be kept confidential according to EEO guidelines.
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/com-missioned roles) is expected to be between $108,400/yr to $175,350/yr. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found .
