Technical Support Engineer – Cortex Cloud
| Company | Palo Alto Networks |
|---|---|
| Location | Santa Clara, CA, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | |
| Experience Level | Mid Level, Senior |
Requirements
- Experience working with Public Cloud provider technologies and services. (AWS, Azure, GCP, OCI,).
- Demonstrate in-depth knowledge and experience in cloud technologies, best practices, and technologies, including containers and serverless architectures such as AWS ECS, AWS Lambda, Azure Functions, AWS Fargate, Google Cloud Run, and other cloud services.
- 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.)
- Highly proficient and experienced in deploying, managing, and securing Kubernetes clusters in production and development environments
- Knowledge of cloud security controls, including the shared responsibility model, incident response, vulnerability mitigation, application firewalls, SIEM, etc.
- Functional knowledge of Go, Python, Powershell, etc. (needed to review and debug existing code), with experience in developing automation scripts and tools
- Experience with any claims-based authentication (SAML/OAuth), MFA, RBAC
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
- Travel to customer sites for critical situations, expediting resolutions as needed
- Provide configurations, troubleshooting, and best practices to customers
- Collaborate with the Engineering team to influence product operability
- Participate in weekend on-call rotation and provide after-hours support as required
- Communicate complex technical issues effectively to internal and external stakeholders
Preferred Qualifications
- Prisma Certified Cloud Security Engineer
- Certified Kubernetes Administrator/Specialist
- AWS Certified Solution Architect – Associate
- Google Cloud Certified Associate Cloud Engineer