Poste à Pourvoir : Staff Technical Support Engineer, Cloud chez Palo Alto Networks
Présentation de l’Entreprise
Palo Alto Networks est un leader mondial dans le secteur de la cybersécurité, engagé à protéger notre façon de vivre numérique. Son objectif est clair : être le partenaire privilégié dans ce domaine, en innovant et en remettant en question les normes établies pour offrir des solutions de sécurité adaptées aux défis modernes.
Vue d’Ensemble du Poste
Le rôle de Staff Technical Support Engineer, Cloud est crucial pour l’assistance technique post-vente, axée sur l’amélioration de l’expérience client et la sécurité des environnements cloud. En tant que responsable de la protection des workloads dans des infrastructures diverses, ce poste nécessite une compréhension approfondie des plateformes cloud telles qu’AWS, GCP ou Azure.
Responsabilités Principales
Le candidat retenu sera amené à :
- Fournir des services techniques autour des technologies Prisma Cloud, y compris des conseils en matière de meilleures pratiques sur les plateformes cloud.
- Effectuer des analyses de causes profondes sur les problèmes techniques et isoler les fautes.
- Gérer les cas de support pour garantir une résolution efficace et dans les délais impartis.
- Participer régulièrement à des discussions techniques et collaborer avec des équipes multifonctionnelles.
- Offrir une assistance personnalisée aux clients, en se familiarisant avec leurs priorités et en les aidant à améliorer leur posture de sécurité.
Impact et Valeur Ajoutée
Le poste a un impact significatif sur la sécurité des clients grâce à une approche proactive et collaborative. Les défis techniques seront souvent rencontrés dans des situations pressantes, ce qui nécessite des capacités de réflexion rapide et de prise de décision éclairée.
Compétences et Qualifications Requises
Les candidats doivent posséder :
- Un diplôme d’ingénieur ou équivalent, avec 8 ans d’expérience dans un centre d’assistance technique (TAC).
- Une expertise avérée en Cloud Platforms (AWS, Azure ou GCP) et connaissance des systèmes d’exploitation Linux.
- Des compétences solides en communication pour l’interaction avec des parties prenantes techniques et non techniques.
- Préférable : certificats de cloud, connaissance de la sécurité réseau et de la sécurité cloud.
Engagement pour la Diversité et l’Inclusion
Palo Alto Networks se distingue par son engagement envers l’égalité des chances et adopte une politique de non-discrimination. Les candidatures sont bienvenues de tous les candidats, quelles que soient leurs origines, identités ou conditions de santé. Cette politique contribue à une culture d’innovation enrichie par la diversité.
Localisation et Salaire
Le poste est situé à Bangalore, Karnataka. Les détails concernant le salaire ne sont pas spécifiés, mais ils peuvent être discutés lors du processus de recrutement.
Postuler
Pour toute personne intéressée par ce poste qui façonne l’avenir de la cybersécurité, nous vous encourageons à Postuler dès maintenant !
En rejoignant Palo Alto Networks, vous n’intégrez pas seulement une entreprise, mais un mouvement visant à redéfinir les standards de la cybersécurité.
📅 Date de publication de l’offre : Sat, 05 Jul 2025 03:03:40 GMT
🏢 Entreprise : Palo Alto Networks
📍 Lieu : Bangalore, Karnataka
💼 Intitulé du poste : Staff Technical Support Engineer, Cloud
💶 Rémunération proposée :
📝 Description du poste : Company DescriptionOur MissionAt 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 AreWe 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!At Palo Alto Networks, we believe in the power of collaboration and value in-person interactions. This is why our employees generally work full time from our office with flexibility offered where needed. This setup fosters casual conversations, problem-solving, and trusted relationships. Our goal is to create an environment where we all win with precision.Job DescriptionYour CareerPrisma® Cloud Compute Edition delivers a cloud workload protection platform (CWPP) for modern enterprises, providing holistic protection across hosts, containers, and serverless deployments in any cloud, throughout the software lifecycle. Prisma Cloud Compute Edition is cloud native and API-enabled, protecting all your workloads regardless of their underlying compute technology or the cloud in which they run. In addition, it provides Web Application and API Security (WAAS) for any cloud native architecture.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 be a designated customer advocate who will assist in providing tailored support, weekly reviews, root cause analysis for critical issues, release review and upgrade planning, and a quarterly business review. You will provide personalised support and become deeply familiar with your implementation and business priorities to proactively drive best practices and help you continuously improve your security posture.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 technical services around Prisma Cloud technologies, including troubleshooting and best practices observations for Cloud platforms (any one of the cloud platforms: AWS, or GCP or Azure)
- Provide configurations, troubleshooting, and best practices to customers in Linux-based environments.
- Manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are completed in a timely manner
- Perform fault isolation and root cause analysis for technical issues.
- Publish Technical Support Bulletins and other technical documentation in the Knowledge Base to assist customers and improve operational efficiency.
- Review 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 technologies.
- Occasional travel to customer sites may be required in the event of a critical situation.
- Participate in an infrequent weekend on-call rotation and provide after-hours support as needed.
- Provide on-call support 24×7 only on an as-needed basis, with minimal frequency.
QualificationsYour Experience
- BE/B.Tech engineering, equivalent technical degree or equivalent military experience required
- Customer Support 8 plus years of experience in a Technical Assistance Center (TAC) or in direct support or consulting roles with customers
- Expertise in Cloud Platforms : Proven hands on experience in anyone of the Cloud Platforms (AWS or Azure or GCP)
- Linux and API troubleshooting – Linux operating systems and also knowledge about API based troubleshooting
- Customer Interaction – Significant experience in a Technical Assistance Center (TAC) or in direct support or consulting roles with customers.
- Problem Solving – Ability to troubleshoot independently in complex environments with mixed applications and protocols.
- Communication – Excellent skills in collaborating with both technical and non-technical stakeholders.
- Nice to Have / Preferred :
- Any Cloud certifications (AWS or GCP or Azure or CKA)
- Knowledge of Network Security (or) Cloud Security (or) vulnerability management
- Familiarity with container security tools (e.g., Twistlock)
Additional InformationThe TeamOur Global Customer 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 in step to accomplish our mission.Our CommitmentWe’re problem solvers that take risks and challenge cybersecurity’s status quo. It’s simple: we can’t accomplish our mission without diverse teams innovating, together.We are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need, please contact us at .Palo Alto Networks is an equal opportunity employer. We celebrate diversity in our workplace, and all qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or other legally protected characteristics.All your information will be kept confidential according to EEO guidelines.
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