Staff E-TAC, Product Support - SASE

Company Description

Our Mission

At 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 Are

We 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 Description

Your Career

We are seeking engineers that are excited to be part of this fast moving and innovative team, and who desire being on the cutting edge of cybersecurity technology. Prisma Access is a secure access service edge (SASE) that helps organizations embrace cloud and mobility by providing network and network security services from the cloud. It provides consistent security services and fast access to all types of cloud applications (including public cloud, private cloud and SaaS) delivered through a common framework.

In this role within the Product Support team in Global Customer Support (GCS), you’ll be responsible for driving technical enablement through product supportability and usability on the Prisma Access platform. As the Staff E-TAC - SASE Engineer, you’ll work closely with the Engineering, QA, Product Management and GCS teams to integrate a supportability approach into the product lifecycle (PLC). You will be the GCS technical voice of Support and the Customer into other teams within the company.

This role requires the technical acumen to evangelize the positive impact of supportability and usability on products, gain understanding of support issues to drive change, and identify debug efficiency opportunities through tools and product built in diagnostics capabilities.

Your Impact

• As GCS Supportability lead, integrate into PLC with Product Management and Engineering teams to provide supportability, observability, and debugging requirements for all new features and enhancements to the Prisma Access platform, features, and new integrations.
• Lead technical aspects in development of base level GCS Supportability and Useability Strategy
• Identify opportunities and create prototype tools for support efficiencies with built-in tools, diagnostics, telemetry
• Drive resolution of key supportability issues with Engineering and Product Management
• Use AI to bring in more efficiencies in your role, and demonstrate the usage through prototyping and vibe-coding
• Drive process and product improvements based on outputs from lesson learned
• Define knowledge requirements for product features and function, and collaborate with Technical Enablement team to create training plans, technical documentation, and other job aids for the GCS organization
• Lead others to solve complex problems, and identify innovative solutions using an analytical methodology

Qualifications

Your Experience

• B.S./M.S. degree in Computer Science or Engineering
• Minimum 8-10 years experience working in a Technical Support, SRE/DevOps, Consulting, or Supportability Engineering related role
• Strong experience working with CI/CD and Agile software development methodologies
• Experience creating or writing requirements for automation tooling to make troubleshooting easier
• Strong background in technical support and project management
• Excellent knowledge of networking, firewalling, SD-WAN, and cybersecurity concepts
• Previous experience with the Prisma Access platform is highly desirable
• Strong written and verbal communication skills
• Capable of working with highly technical and Exec audiences with equal ease.
• Experience with executing tasks thinking about the big picture and scale
• Previous experience collaborating with highly cross-functional teams and being capable of driving actions and explain / distill complexity with ease
• Proficiency in creating technical documentation, network diagrams, and technical project requirements

Additional Information

The Team

Our technical 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 just evolves. Our technical team provides the behind-the-scenes support to meet our customer’s needs. As threats and technology evolve, 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 – in fact, you’ll seek them out to ensure our clients are safely supported. We fix and identify technical problems, with a pointed focus of providing the best customer support in the industry.

We’re a fast-growing, immensely successful organization because of our people and products (built and supported by our people). We define the industry instead of waiting for directions. We need individuals who feel comfortable in ambiguity, excited by the prospect of a challenge, and empowered by the unknown risks facing our everyday lives that are only enabled by a secure digital environment.

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.

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 accommodations@paloaltonetworks.com.

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.