Full-Time Snr. Technical Support Engineer, Prisma Cloud

• Provide dedicated Technical Support for Prisma Cloud.
• Respond to user-reported issues within defined SLAs.
• Triage and resolve technical issues via ticketing systems, phone, and remote sessions.
• Troubleshoot complex problems at both the application and operating system levels.
• Identify root causes and work with engineering and product teams to deliver permanent solutions.
• Share insights from customer interactions to improve our product and support experience.
• Document troubleshooting steps and resolutions clearly for both internal and customer use.
• Lead root cause analysis and coordinate corrective actions to prevent recurrence.

• Demonstrated ability to troubleshoot and resolve complex issues.
• Experience with cloud-native technologies: Kubernetes, Docker, Linux, AWS, Azure, GCP, CI/CD, Terraform, Ansible, Serverless, and container registries
• In-depth understanding of public cloud platforms and deployment best practices
• Strong 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 configurations
• Ability to communicate complex technical solutions to a wide range of audiences.
• Skilled in Python, JSON, YAML, Bash, or other relevant scripting languages
• 3–5 years of experience in Technical Support, or similar hands-on roles
• Bachelor’s/Master’s degree in a technical field or equivalent practical/military experience

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