Sr. Technical Support Engineer, Focused Services

Overview

Our Mission: At Palo Alto Networks everything starts and ends with our mission: Being the cybersecurity partner of choice, protecting our digital way of life. Our vision is a world where each day is safer and more secure than the one before. We are a company built on challenging and disrupting the way things are done, and we’re looking for innovators who are as committed to shaping the future of cybersecurity as we are.

Who We Are

We take our mission of protecting the digital way of life seriously. We are relentless in protecting our customers and we believe that the unique ideas of every member of our team contributes to our collective success. Our values were crowdsourced by employees and are brought to life through each of us every day - from disruptive innovation and collaboration, to execution. From showing up for each other with integrity to creating an environment where we all feel included. As a member of our team, you will be shaping the future of cybersecurity. We work fast, value ongoing learning, and we respect each employee as a unique individual. Knowing we all have different needs, our development and personal wellbeing programs are designed to give you choice in how you are supported. This includes our FLEXBenefits wellbeing spending account with over 1,000 eligible items selected by employees, our mental and financial health resources, and our personalized learning opportunities - just to name a few!

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 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 Impact

• Provide dedicated Technical Support for Prisma Cloud, ensuring service excellence in line with the statement of work and industry best practices.
• Respond to user-reported issues within defined SLAs, ensuring high customer satisfaction.
• Triage and resolve technical issues via ticketing systems, phone, and remote sessions.
• Troubleshoot complex problems at both the application and operating system levels using deep technical knowledge and collaboration with internal teams.
• Identify root causes (code, configuration, or environment), 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.

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, or hold British Citizenship. This 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 effectively.
• 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, both technical and non-technical.
• 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.

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.

Our Commitment

We’re problem solvers that 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. Palo Alto Networks is an equal opportunity employer. We celebrate diversity in our workplace, and all qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or other legally protected characteristics. All your information will be kept confidential according to EEO guidelines.