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

3–5 years of experience in Technical Support, or similar hands-on roles
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
Bachelor’s/Master’s degree in a technical field or equivalent practical/military experience.

Senior Technical Support Engineer, Focused Services

Key skills