Sr. Technical Support Engineer, Focused Services

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

Do you have experience in VPN?, Do you have a Master's degree?, 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