Palo Alto Networks-posted 9 months ago
Plano, TX
Professional, Scientific, and Technical Services

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! 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 who understands the methods, techniques, and evaluation criteria for obtaining results. You'll enjoy networking with key contacts outside your area of expertise and have the ability to clearly communicate complex technical issues to both non-technical and technical professionals.

  • Provide technical services around Prisma Cloud technologies, including troubleshooting and best practices observations for Kubernetes (K8s), Docker, and cloud platforms (AWS, GCP, Azure)
  • Manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are completed in a timely manner
  • Perform fault isolation and root cause analysis for technical issues
  • Provide configurations, troubleshooting, and best practices to customers in CI/CD pipelines and Linux-based environments
  • Publish Technical Support Bulletins and other technical documentation in the Knowledge Base to assist customers and improve operational efficiency
  • Review technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.
  • Collaborate with the Engineering team to influence the operability of Prisma Cloud and its integrations with other technologies
  • Occasional travel to customer sites may be required in the event of a critical situation
  • Participate in an infrequent weekend on-call rotation and provide after-hours support as needed
  • Provide on-call support 24x7 only on an as-needed basis, with minimal frequency
  • Extensive hands-on experience with Docker and strong background in major cloud platforms (AWS, GCP, Azure)
  • Experience in deploying, managing, and securing Kubernetes clusters in production environments
  • Strong proficiency in Linux operating systems and CI/CD tools like Jenkins and Ansible
  • Significant experience in a Technical Assistance Center (TAC) or in direct support or consulting roles with customers
  • Ability to troubleshoot independently in complex environments with mixed applications and protocols
  • Excellent skills in collaborating with both technical and non-technical stakeholders
  • Familiarity with container security tools (e.g., Twistlock)
  • Knowledge of SIEM, vulnerability management tools, and firewalls
  • Understanding of malware, exploits, and operating system structure
  • Certifications such as CKA (Certified Kubernetes Administrator) and AWS Solutions Architect
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