Full-Time Sr. Technical Support Engineer Prisma Cloud

Your Impact

• Provide designated technical support to customers as outlined by the statement of work and industry best practices.
• Respond to user-reported issues in adherence to established Service Level Agreements.
• Triage customer reported issues and respond to them via ticketing system, phone or remote sessions.
• Perform advanced troubleshooting at the application level and OS level, using your knowledge and relevant expertise.
• Identify the area of fault (code, environment, or configuration) and work with the appropriate team(s) implementing the fix.
• Provide timely feedback into the development process on customer-reported product problems.
• Document actions to effectively communicate information internally and to customers.
• Facilitate root cause investigations and manage the implementation of corrective and preventative measures.

Your Experience

• Strong ability to independently troubleshoot, reproduce issues and identify possible workarounds in broad, complex, and unique environments with mixed applications and protocols.
• Experience with containers, orchestrators like Kubernetes, Docker, Linux, Cloud Providers (AWS, Azure, GCP), CI/CD, Terraform, Ansible, Container Registries, Serverless a plus.
• Existing knowledge of, and experience with public cloud platform (XaaS) features, capabilities, and best use.
• Required experience with TCP/IP, and knowledge of Security Protocols and Procedures (IPSEC / SSL-VPN / NAT / GRE).
• Knowledge of Cloud infrastructure- ability to effectively deploy and manage cloud environments and integrate technologies that are part of customer stacks, to accurately replicate and resolve customer issues.
• Knowledge of SIEM, vulnerability management tools, firewalls, malware, exploits, operating system structure and behavior.
• Strong consulting and project management skills, with validated results working as a trusted advisor to drive business value for customers, including the ability to interact with client teams at various levels of technical and non-technical depth.
• BS / MS or equivalent experience required.
• Experience with scripting including Python, JSON, YAML, and Bash - plus.

The Team

• Our technical support team is critical to our success and mission.
• As part of this team, you enable customer success by providing support to clients after they have purchased our products.
• Our dedication to our customers doesn’t stop once they sign – it evolves.
• As threats and technology change, we stay in step to accomplish our mission.
• 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.

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