Sr Technical Support Engineer, Cortex Cloud

Our Mission

At Palo Alto Networks®, we’re united by a shared mission—to protect our digital way of life. We thrive at the intersection of innovation and impact, solving real-world problems with cutting-edge technology and bold thinking. Here, everyone has a voice, and every idea counts. If you’re ready to do the most meaningful work of your career alongside people who are just as passionate as you are, you’re in the right place.

At Palo Alto Networks®, we’re united by a shared mission—to protect our digital way of life. We thrive at the intersection of innovation and impact, solving real-world problems with cutting-edge technology and bold thinking. Here, everyone has a voice, and every idea counts. If you’re ready to do the most meaningful work of your career alongside people who are just as passionate as you are, you’re in the right place.

In order to be the cybersecurity partner of choice, we must trailblaze the path and shape the future of our industry. This is something our employees work at each day and is defined by our values:
Disruption, Collaboration, Execution, Integrity, and Inclusion. We weave AI into the fabric of everything we do and use it to augment the impact every individual can have. If you are passionate about solving real-world problems and ideating beside the best and the brightest, we invite you to join us!

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.

You will work directly with our valued customers to address their complex post-sales concerns, where analyzing situations or data requires an in-depth evaluation of multiple 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 area of expertise, possessing a strong ability to detail complex technical issues to both non-technical and technical professionals.

You will regularly participate in technical discussions with multi-functional teams, fostering an environment of transparency that ultimately leads to improved products, enhanced working environments, and stronger 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 required (often, in high-pressure situations).

• Offer technical support to customers and partners
• Effectively manage support cases from recording to resolution, including timely follow-ups
• Conduct fault isolation and root cause analysis for technical issues
• Author Technical Support Bulletins and other technical documentation in the Knowledge Base
• Review technical content for training, marketing, manuals, and troubleshooting guides
• Travel to customer sites for critical situations, expediting resolutions as needed
• Provide configurations, troubleshooting, and best practices to customers
• Collaborate with the Engineering team to influence product operability
• Participate in weekend on-call rotation and provide after-hours support as required
• Communicate complex technical issues effectively to internal and external stakeholders

• Experience working with Public Cloud provider technologies and services. (AWS, Azure, GCP, OCI).
• Demonstrate in-depth knowledge and experience in cloud technologies, best practices, and technologies, including containers and serverless architectures such as AWS ECS, AWS Lambda, Azure Functions, AWS Fargate, Google Cloud Run, and…