Sr. Technical Support Engineer, Focused Services

Our Mission

At Palo Alto Networks®, we're united by a shared mission-to protect our digital way of life. We thrive at the intersection of innovation and impact, solving real-world problems with cutting-edge technology and bold thinking. Here, everyone has a voice, and every idea counts. If you're ready to do the most meaningful work of your career alongside people who are just as passionate as you are, you're in the right place.

Who We Are

In order to be the cybersecurity partner of choice, we must trailblaze the path and shape the future of our industry. This is something our employees work at each day and is defined by our values: Disruption, Collaboration, Execution, Integrity, and Inclusion. We weave AI into the fabric of everything we do and use it to augment the impact every individual can have. If you are passionate about solving real-world problems and ideating beside the best and the brightest, we invite you to join us!

We believe collaboration thrives in person. That's why most of our teams work from the office full time, with flexibility when it's needed. This model supports real-time problem-solving, stronger relationships, and the kind of precision that drives great outcomes.

Job Description

Your CareerYou 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.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 ImpactProvide dedicated Technical Support for Prisma Cloud, ensuring service excellence in line with the statement of work and industry best practicesRespond to user-reported issues within defined SLAs, ensuring high customer satisfactionTriage and resolve technical issues via ticketing systems, phone, and remote sessionsTroubleshoot complex problems at both the application and operating system levels using deep technical knowledge and collaboration with internal teamsIdentify root causes (code, configuration, or environment), and work with engineering and product teams to deliver permanent solutionsShare insights from customer interactions to improve our product and support experienceDocument troubleshooting steps and resolutions clearly for both internal and customer useLead root cause analysis and coordinate corrective actions to prevent recurrence

Qualifications (Additional Job Description)

Your Experience Mandatory Requirements Due to the nature of this role and the customers we support, candidates must either:Have lived in the UK for the last 5 consecutive years, orHold British CitizenshipThis is essential to obtain UK Security Clearance and is a strict hiring requirement.Demonstrated ability to troubleshoot and resolve complex issues across varied environments, independently and effectivelyExperience with cloud-native technologies: Kubernetes, Docker, Linux, AWS, Azure, GCP, CI/CD, Terraform, Ansible, Serverless, and container registriesIn-depth understanding of public cloud platforms and deployment best practicesStrong 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 configurationsAbility to communicate complex technical solutions to a wide range of audiences, both technical and non-technicalSkilled in Python, JSON, YAML, Bash, or other relevant scripting languages3-5 years of experience in Technical Support, or similar hands-on rolesBachelor's/Master's degree in a technical field or equivalent practical/military experience

Our Commitment

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 accommodations@paloaltonetworks.com .