Palo Alto Sr Technical Support Engineer Prisma Cloud 

United States, Texas, Plano 

720763248

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 who understands the methods, techniques, and evaluation criteria for obtaining results. You'll enjoy networking with key contacts outside your area of expertise and have the ability to clearly communicate complex 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, better working environments, and stronger cybersecurity. Your quick thinking and support will help clients quickly resolve their issues, ensuring their environments stay secure—requiring you to act swiftly, thoughtfully, and provide expert technical assistance when needed, even in high-pressure situations.

Your Impact

• Provide technical services around Prisma Cloud technologies, including troubleshooting and best practices observations for Kubernetes (K8s), Docker, and cloud platforms (AWS, GCP, Azure)
• Manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are completed in a timely manner
• Perform fault isolation and root cause analysis for technical issues
• Provide configurations, troubleshooting, and best practices to customers in CI/CD pipelines and Linux-based environments
• Publish Technical Support Bulletins and other technical documentation in the Knowledge Base to assist customers and improve operational efficiency
• Review technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.
• Collaborate with the Engineering team to influence the operability of Prisma Cloud and its integrations with other technologies
• Occasional travel to customer sites may be required in the event of a critical situation
• Participate in an infrequent weekend on-call rotation and provide after-hours support as needed
• Provide on-call support 24x7 only on an as-needed basis, with minimal frequency

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.

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/com-missioned roles) is expected to be between $108000 - $175200/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.