Technical Support Engineer, Cortex Cloud

Palo Alto Networks•Santa Clara, CA

6d•$88,400 - $143,000•Onsite

About The Position

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 Offer technical support to customers and partners. Effectively manage support cases from recording to resolution, including timely follow-ups. Conduct fault isolation and root cause analysis for technical issues. Author Technical Support Bulletins and other technical documentation in the Knowledge Base. Review technical content for training, marketing, manuals, and troubleshooting guides. Provide configurations, troubleshooting, and best practices to customers. Collaborate with the Engineering team to influence product operability and user experience. Communicate complex technical issues effectively to internal and external stakeholders. Travel to customer sites for critical situations, expediting resolutions as needed. Provide support that includes mandatory weekend, holiday shift work and on-call support. Support includes a blend of as-needed and rotational coverage, which is subject to change.

Requirements

Experience working with public Cloud provider technologies and services. (AWS, Azure, GCP, OCI)
Understanding of IAM, VPC/networking, service roles, virtual machines, storage, etc.
Knowledge of cloud-native key management systems (AWS KMS, Azure Key Vault, GCP KMS)
Knowledge of compliance benchmarks (CIS, NIST, ISO 27001, etc.)
Background in the security domain, cloud security is highly preferred
Strong proficiency in both Linux and Windows operating systems
Experience with IAC - (CloudFormation, Terraform, Azure Resource Manager, GCP Cloud Deployment Manager, etc) and CI/CD delivery using code management, configuration management, and automation tools (Jenkins, GitLab, Github, CircleCI, etc.)
Functional knowledge of Go, Python, Powershell, Bash, etc. (needed to review and debug existing code), with experience in developing automation scripts and tools
Familiarity with REST APIs, Postman, or cURL for API integration troubleshooting
Experience with any claims-based authentication (SAML/OAuth), MFA, RBAC
Awareness of DSPM and data-related compliance frameworks (GDPR, HIPAA, PCI DSS, SOC 2, etc.)
Understanding of storage configuration best practices (e.g., private access policies, versioning, bucket policies)

Nice To Haves

Prisma Certified Cloud Security Engineer
AWS Certified Solutions Architect - Associate (Other Cloud Service Providers Certs can also be considered)

Responsibilities

Offer technical support to customers and partners.
Effectively manage support cases from recording to resolution, including timely follow-ups.
Conduct fault isolation and root cause analysis for technical issues.
Author Technical Support Bulletins and other technical documentation in the Knowledge Base.
Review technical content for training, marketing, manuals, and troubleshooting guides.
Provide configurations, troubleshooting, and best practices to customers.
Collaborate with the Engineering team to influence product operability and user experience.
Communicate complex technical issues effectively to internal and external stakeholders.
Travel to customer sites for critical situations, expediting resolutions as needed.
Provide support that includes mandatory weekend, holiday shift work and on-call support. Support includes a blend of as-needed and rotational coverage, which is subject to change.