Sr. Technical Support Engineer Prisma Cloud

Description:

Your Impact

• Provide designated technical support to customers as outlined by the statement
  of work and industry best practices

• Respond to user-reported issues in adherence to established Service Level Agreements

• Triage customer reported issues and respond to them via ticketing system, phone or remote sessions

• Perform advanced troubleshooting at the application level and OS level, using your knowledge and relevant expertise

• Identify the area of fault (code, environment, or configuration) and work with the appropriate team(s) implementing the fix

• Provide timely feedback into the development process on customer-reported product problems

• Document actions to effectively communicate information internally and to customers

• Facilitate root cause investigations and manage the implementation of corrective and preventative measures

Qualifications

Your Experience

• Strong ability to independently troubleshoot, reproduce issues and identify possible workarounds in broad, complex, and unique environments with mixed applications and protocols required.

• Experience with containers, orchestrators like Kubernetes, Docker, Linux, Cloud Providers (AWS, Azure, GCP), CI/CD, Terraform, Ansible, Container Registries, Serverless a plus.

• Existing knowledge of, and experience with public cloud platform (XaaS) features, capabilities, and best use.

• Required experience with TCP/IP, and knowledge of Security Protocols and Procedures (IPSEC / SSL-VPN / NAT / GRE)

• Knowledge of Cloud infrastructure- ability to effectively deploy and manage cloud environments and integrate technologies that are part of customer stacks, to accurately replicate and resolve customer issues.

• Knowledge of SIEM, vulnerability management tools, firewalls, malware, exploits, operating system structure and behavior.

• Strong consulting and project management skills, with validated results working as a trusted advisor to drive business value for customers, including the ability to interact with client teams at various levels of technical and non-technical depth.

• BS / MS or equivalent experience required.

• Experience with scripting including Python, JSON, YAML, and Bash - plus.

• 3-5 years of relevant experience with strong communication and customer service skills