SENIOR SUPPORT ENGINEER

We are looking for a Technical support engineer to work on Prisma Cloud EMEA TAC, doing Prisma Cloud technical support for a long term contract role based in Spain. This position will report to the Senior support manager and is a great opportunity for a talented individual who has the desire to associate with a fast-growing company in a truly international environment.Your ImpactThis position calls for someone who possesses a good troubleshooting background and works proactively to drive results. This person is a self-starter, flexible, has a high level of integrity and is action and goal-oriented in a fast-paced, team-oriented, collaborative environment.Your CareerYou 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.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 you’ll need to move quickly, thoughtfully, and provide technical assistance as needed (often, in high pressure situations).Your ImpactProvide Technical Support to our customers and partnersProvide technical services around Prisma Cloud technologies, troubleshooting and best practices observations to customersManage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are completed in a timely mannerProvide fault isolation and root cause analysis for technical issuesPublish Technical Support Bulletins and other technical documentation in the Knowledge BaseReview of technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.Provide on-call support, as needed basisProvide configurations, troubleshooting and best practices to customers.Work with our Engineering team and influence the operability of the product.Able to effectively communicate to all levels and stakeholders - internally and externally on complex technical issuesQualificationsYour Experience5+ years of related experienceExperience preferred with supporting Cloud-native security productsAdvantage - BS/MS or equivalent experience requiredExperience with containers, orchestrators like Kubernetes, Docker, Linux, Cloud Providers (GCP, AWS, Azure), CI/CD, and firewalls configuration (L4/3, L7)Container Registries, ServerlessKnowledge of SIEM, vulnerability and compliance management tools, and firewallsKnowledge understanding malware, exploits, operating system structure and behaviorExperience with scripting including Python, JSON, YAML, and BashWorking knowledge of Security services (IDS/IPS, Firewalls etc.)Expertise with PKI & SSL, TCP/IP and RoutingExperience with OS support - Windows, Linux (strong), MacOSStrong ability to independently troubleshoot, reproduce issues, and identify possible workarounds in broad, complex, and unique environments with mixed applications and protocols requiredStrong ability to independently debug broad, complex, and unique networks with mixed media and protocols requiredWilling to work flexible and varying shift times including weekends and eveningsRapid independent learning abilitiesHigh service capabilitiesThe TeamOur 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.