Staff Technical Support Engineer, Cloud

Your Career

Prisma Cloud Compute Edition delivers a cloud workload protection platform (CWPP) for modern enterprises, providing holistic protection across hosts, containers, and serverless deployments in any cloud, throughout the software lifecycle. Prisma Cloud Compute Edition is cloud native and API-enabled, protecting all your workloads regardless of their underlying compute technology or the cloud in which they run. In addition, it provides Web Application and API Security (WAAS) for any cloud native architecture.

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. Youre a critical thinker in understanding the methods, techniques, and evaluation criteria for obtaining results. Youll 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 be a designated customer advocate who will assist in providing tailored support, weekly reviews, root cause analysis for critical issues, release review and upgrade planning, and a quarterly business review. You will provide personalised support and become deeply familiar with your implementation and business priorities to proactively drive best practices and help you continuously improve your security posture.

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 youll need to move quickly, thoughtfully, and provide technical assistance as needed (often, in high pressure situations).

Your Impact

• Provide technical services around Prisma Cloud technologies, including troubleshooting and best practices observations for Cloud platforms (any one of the cloud platforms: AWS, or GCP or Azure)
• Provide configurations, troubleshooting, and best practices to customers in Linux-based environments.
• 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.
• 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.

Your Experience

• BE/B.Tech engineering, equivalent technical degree or equivalent military experience required
• Customer Support 8 plus years of experience in a Technical Assistance Center (TAC) or in direct support or consulting roles with customers
• Expertise in Cloud Platforms : Proven hands on experience in anyone of the Cloud Platforms (AWS or Azure or GCP)
• Linux and API troubleshooting - Linux operating systems and also knowledge about API based troubleshooting
• Customer Interaction - Significant experience in a Technical Assistance Center (TAC) or in direct support or consulting roles with customers.
• Problem Solving - Ability to troubleshoot independently in complex environments with mixed applications and protocols.
• Communication - Excellent skills in collaborating with both technical and non-technical stakeholders.
• Nice to Have / Preferred :
• Any Cloud certifications (AWS or GCP or Azure or CKA)
• Knowledge of Network Security (or) Cloud Security (or) vulnerability management
• Familiarity with container security tools (e.g., Twistlock)

The Team

Our Global Customer Support team is critical to our success and mission. As part of this team, you enable customer success by providing support to clients after they have purchased our products. Our dedication to our customers doesnt stop once they sign it evolves. As threats and technology change, we stay in step to accomplish our mission.