Full-Time Sr. Technical Support Engineer, Prisma Cloud

• Provide dedicated Technical Support for Prisma Cloud, ensuring service excellence.
• Respond to user-reported issues within defined SLAs.
• Triage and resolve technical issues via ticketing systems, phone, and remote sessions.
• Troubleshoot complex problems, collaborating with internal teams.
• Identify root causes and work with engineering and product teams to deliver solutions.
• Share insights from customer interactions to improve our product and support experience.
• Document troubleshooting steps and resolutions.
• Lead root cause analysis and coordinate corrective actions.

• Mandatory Requirements: Must have lived in the UK for the last 5 consecutive years, or Hold British Citizenship to obtain UK Security Clearance.
• Demonstrated ability to troubleshoot and resolve complex issues independently.
• Experience with cloud-native technologies: Kubernetes, Docker, Linux, AWS, Azure, GCP, CI/CD, Terraform, Ansible, Serverless.
• In-depth understanding of public cloud platforms.
• Strong knowledge of network protocols (TCP/IP) and security practices (IPSec, SSL-VPN, NAT, GRE).
• Hands-on experience with cloud infrastructure operations.
• Familiarity with SIEM tools, vulnerability management, malware analysis, and firewall configurations.
• Ability to communicate complex technical solutions.
• Skilled in Python, JSON, YAML, Bash, or other relevant scripting languages.
• 3–5 years of experience in Technical Support or similar roles.
• Bachelor’s/Master’s degree in a technical field or equivalent experience.

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