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Technical Support Engineer, Focused Services Cortex Cloud

2 weeks ago

Santa Clara, California, United States Palo Alto Networks Full time

Company Description

Our Mission

At Palo Alto Networks everything starts and ends with our mission:

Being the cybersecurity partner of choice, protecting our digital way of life.

Our vision is a world where each day is safer and more secure than the one before. We are a company built on the foundation of challenging and disrupting the way things are done, and we're looking for innovators who are as committed to shaping the future of cybersecurity as we are.

Who We Are

We believe collaboration thrives in person. That's why most of our teams work from the office full time, with flexibility when it's needed. This model supports real-time problem-solving, stronger relationships, and the kind of precision that drives great outcomes.

Job Description

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.

Under Focused Services, you will be a designated customer advocate providing tailored support that includes weekly reviews, root cause analysis of critical issues, release and upgrade planning, and a quarterly business review. You'll gain an in-depth understanding of each customer's implementation and business priorities, proactively driving best practices and strengthening their overall security posture.

You'll engage in regular technical discussions with cross-functional teams to foster transparency and continuous improvement that ultimately leads to better products, better working environments, and better cybersecurity. In this role, you'll act swiftly and thoughtfully to deliver high-quality technical assistance, often in fast-paced, high-pressure situations.

Your Impact

  • Offer advanced-level technical assistance to our top-tier customers, ensuring prompt resolution of complex issues and providing tailored solutions to optimize their security infrastructure
  • Effectively communicate technical solutions to technical and executive stakeholders, fostering trust and credibility at the highest levels of our customers' organizations
  • Provide tailored troubleshooting, configuration guidance, and best practices
  • Effectively manage critical and challenging customer support cases for multi-vendor troubleshooting on complex customer engagements and build positive external customer experience by working closely with Account, Sales, and Marketing teams
  • Utilize fault isolation and root cause analysis skills to provide post-sales technical support, configuration, troubleshooting, and standard methodologies to customers
  • Be the subject matter expert on core technologies of Palo Alto Networks product lines
  • Identify product defects (code, environment) via lab replication using network simulation, lab automation, performance testing, and validation tools
  • File bug reports with the engineering team and develop test plans and best practices with Quality Assurance teams to improve overall software and hardware quality per release cycle
  • Author Technical Support Bulletins and technical documentation in the Knowledge Base for training materials, marketing collateral, manuals, and problem-solving guides
  • Travel to customer sites in the event of a critical situation to expedite resolution as required
  • 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.

Qualifications

Your Experience

  • 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)

  • The following certifications are preferred:

  • Prisma Certified Cloud Security Engineer

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

Additional Information

The Team

Our technical 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 doesn't stop once they sign – it evolves. As threats and technology change, we stay in step to accomplish our mission.

You'll be involved in implementing new products, transitioning from old products to new, and will fix integrations and critical issues as they are raised – in fact, you'll seek them out to ensure our clients are safely supported. We fix and identify technical problems, with a pointed focus of providing the best customer support in the industry.

Compensation Disclosure

The compensation offered for this position will depend on qualifications, experience, and work location. For candidates who receive an offer at the posted level, the starting base salary (for non-sales roles) or base salary + commission target (for sales/commissioned roles) is expected to be between $ $176000/YR. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here.

Our Commitment

We're problem solvers that take risks and challenge cybersecurity's status quo. It's simple: we can't accomplish our mission without diverse teams innovating, together.

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 us at

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.