Sr. Technical Support Engineer, Prisma Cloud Compute, Focused Services (Kubernetes, Docker)

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 who understands the methods, techniques, and evaluation criteria for obtaining results. You'll enjoy networking with key contacts outside your area of expertise and have the ability to clearly communicate complex 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 stronger cybersecurity. Your quick thinking and support will help clients quickly resolve their issues, ensuring their environments stay secure—requiring you to act swiftly, thoughtfully, and provide expert technical assistance when needed, even in high-pressure situations.Your ImpactProvide technical services around Prisma Cloud technologies, including troubleshooting and best practices observations for Kubernetes (K8s), Docker, and cloud platforms (AWS, GCP, Azure)Manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are completed in a timely mannerPerform fault isolation and root cause analysis for technical issuesProvide configurations, troubleshooting, and best practices to customers in CI/CD pipelines and Linux-based environmentsPublish Technical Support Bulletins and other technical documentation in the Knowledge Base to assist customers and improve operational efficiencyReview technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.Collaborate with the Engineering team to influence the operability of Prisma Cloud and its integrations with other technologiesOccasional travel to customer sites may be required in the event of a critical situationParticipate in an infrequent weekend on-call rotation and provide after-hours support as neededProvide on-call support 24x7 only on an as-needed basis, with minimal frequency