Required Sr Technical Support Engineer – Cloud (GCS)
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. Youre a critical thinker in understanding the methods, techniques, and evaluation criteria for obtaining results. Youll 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 provide post sales technical support to our End User Customers via phone, e-mail and web. You will utilize your fault isolation and root cause analysis skills to diagnose and solve complex technical issues and provide timely solutions to customers in a professional manner. Youll regularly update support cases to record progress of calls in the call tracking system and document technical solutions and product information in the knowledge base.
Your Impact:
Provide Technical Support to customers and partners
Provide configurations, troubleshooting and best practices to customers
Manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are completed in a timely manner
Provide fault isolation and root cause analysis for technical issues
Publish Technical Support Bulletins and other technical documentation in the Knowledge Base
Review of technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.
Travel to customer sites in the event of a critical situation to expedite resolution as required
Provide on-call support on an as-needed basis.
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. Youre a critical thinker in understanding the methods, techniques, and evaluation criteria for obtaining results. Youll 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 provide post sales technical support to our End User Customers via phone, e-mail and web. You will utilize your fault isolation and root cause analysis skills to diagnose and solve complex technical issues and provide timely solutions to customers in a professional manner. Youll regularly update support cases to record progress of calls in the call tracking system and document technical solutions and product information in the knowledge base.
Your Impact:
Provide Technical Support to customers and partners
Provide configurations, troubleshooting and best practices to customers
Manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are completed in a timely manner
Provide fault isolation and root cause analysis for technical issues
Publish Technical Support Bulletins and other technical documentation in the Knowledge Base
Review of technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.
Travel to customer sites in the event of a critical situation to expedite resolution as required
Provide on-call support on an as-needed basis.
Requirements:
Experience of minimum of 4 years in support roles
Required experience with Cloud Security
Required experience with AWS, Azure, and/or GCP
Knowledge in containers and Kubernetes concepts – Must
Hands on troubleshooting containers and Kubernetes
Experience using API
Knowledge of scripting languages, preferably Python, Bash and JavaScript
Creative and self starter with ability to troubleshoot and debug issues using many data sources and AI tools.
Experience with Linux and Windows systems
Excellent written and verbal communication skills
Ability to work well is a diverse team environment
Experience with DLP, Data Patterns and data governance
Previous experience with Prisma Cloud or Cortex XDR (optional)
Experience of minimum of 4 years in support roles
Required experience with Cloud Security
Required experience with AWS, Azure, and/or GCP
Knowledge in containers and Kubernetes concepts – Must
Hands on troubleshooting containers and Kubernetes
Experience using API
Knowledge of scripting languages, preferably Python, Bash and JavaScript
Creative and self starter with ability to troubleshoot and debug issues using many data sources and AI tools.
Experience with Linux and Windows systems
Excellent written and verbal communication skills
Ability to work well is a diverse team environment
Experience with DLP, Data Patterns and data governance
Previous experience with Prisma Cloud or Cortex XDR (optional)
This position is open to all candidates.
