Sr. Technical Support Engineer, Focused Services in London

Energy Jobline ZR; City Of London; On-site; GBP 40,000 - 60,000; Full time

Job summary

A cybersecurity technology company in the UK is looking for a Technical Support professional to provide exceptional service for Prisma Cloud solutions. The ideal candidate has strong expertise in cloud technologies including Kubernetes and Docker, with a track record of resolving complex technical issues. You will work with cross-functional teams to ensure customer success and troubleshoot high-pressure situations. Candidates must have UK residency or citizenship and at least 3 years of experience in a technical support role.

Qualifications

• Have lived in the UK for the last 5 consecutive years, or hold British Citizenship.
• Demonstrated ability to troubleshoot and resolve complex issues.
• 3–5 years of experience in Technical Support or similar roles.

Responsibilities

• Provide dedicated Technical Support for Prisma Cloud.
• Respond to user-reported issues within defined SLAs.
• Triage and resolve technical issues via ticketing systems.

Skills

Troubleshooting complex issues

Cloud technologies knowledge

Deep technical knowledge

Communication with technical audiences

Experience in Technical Support

Python

Bash

Education

Bachelor’s/Master’s degree in a technical field

Tools

Kubernetes

Docker

AWS

Azure

GCP

Terraform

Ansible

Job description

Job Description

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 who understands the methods, techniques, and evaluation criteria for obtaining results. You will enjoy networking with key contacts outside your own area of expertise and have 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 provide 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).

Responsibilities

• 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.

Qualifications

• Have lived in the UK for the last 5 consecutive years, or hold British Citizenship (this is a strict hiring requirement).
• Demonstrated ability to troubleshoot and resolve complex issues across varied environments, independently and effectively.
• Experience with cloud 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.

Additional Information

• The technical support team is critical to our success and mission. You’ll enable customer success by providing support to clients after they have purchased our products.
• As threats and technology change, we stay in step to accomplish our mission.
• You’ll be involved in implementing new products, transitioning from old products to new, and will fix integrations and critical issues as they are raised.
• You’ll seek out problems to ensure our clients are safely supported.
• We fix and identify technical problems, with a focused mission of providing the best customer support in the industry.

Our Commitment

We’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.

EEO Statement

We are a strong equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, gender, color, ancestry, family or medical care leave, gender or expression, genetic information, marital status, medical condition, physical or mental status, political affiliation, protected veteran status, religion, or any other legally protected characteristic. All applicant information will be kept confidential according to EEO guidelines.

Accommodation

We are committed to providing reasonable accommodations for all qualified individuals. If you require assistance or accommodation due to a disability or special need, please contact us at [e-mail].

How to Apply

If you are interested in applying for this job, press the Apply button and follow the application process. Good luck in your next career move.