Overview

Snr. Technical Support Engineer, Prisma Cloud - Focused Services (Security Clearance Required) at Alto. This role involves providing dedicated technical support for Prisma Cloud, addressing post-sales concerns, and collaborating with engineering and product teams to deliver permanent solutions.

Responsibilities

• 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

Qualifications / Experience

• Must meet UK security clearance requirements: 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

About the Team and Role

Our technical support team is critical to our success and mission. You will enable customer success by providing post-sale support, implementing new products, and fixing integrations and critical issues as they are raised. You will identify problems and work to ensure our clients are safely supported, focusing on delivering the best customer support in the industry.

Equal Opportunity

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. 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 accommodations@paloaltonetworks.com.