Job Specifications
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 take our mission of protecting the digital way of life seriously. We are relentless in protecting our customers and we believe that the unique ideas of every member of our team contributes to our collective success. Our values were crowdsourced by employees and are brought to life through each of us everyday - from disruptive innovation and collaboration, to execution. From showing up for each other with integrity to creating an environment where we all feel included.
As a member of our team, you will be shaping the future of cybersecurity. We work fast, value ongoing learning, and we respect each employee as a unique individual. Knowing we all have different needs, our development and personal wellbeing programs are designed to give you choice in how you are supported. This includes our FLEXBenefits wellbeing spending account with over 1,000 eligible items selected by employees, our mental and financial health resources, and our personalized learning opportunities - just to name a few!
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.
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 Impact
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
Your Experience
Mandatory Requirements
Due to the nature of this role and the customers we support, candidates must 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
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
About the Company
Palo Alto Networks, the global cybersecurity leader, is shaping the cloud-centric future with technology that is transforming the way people and organizations operate. Our mission is to be the cybersecurity partner of choice, protecting our digital way of life. We help address the world's greatest security challenges with continuous innovation that seizes the latest breakthroughs in artificial intelligence, analytics, automation, and orchestration. By delivering an integrated platform and empowering a growing ecosystem of pa...
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