Support Enablement and Escalations Engineer (PAB)

Your Career

The team is an exciting crossroads between Support/TAC (Technical Assistance Center) and Engineering. The team is empowered to drive decisions and to be the thought leaders within the Global Customer Services organization at Palo Alto Networks. On any given day members of the team may work with new products and software very early in the new product lifecycle, provide training, assist a support engineer with a customer issue, replicate a complex issue in our lab or help improve features for supportability and usability. We are a relatively small global team and will only consider the top people from a support or engineering background. You are a good candidate if you are excellent at working with many cross-functional teams such as developers, product management, sales and also customers. In particular, you will be engaging with the Prisma Access Browser product –the industry’s only SASE-native secure browser. 

Your Impact

• Learning the product by handling cases escalated from the support teams, before they reach Engineering. Creating and developing enablement materials for Support - troubleshooting docs and processes.
• Identifying widespread issues, sending guidelines and communicating updates
• Identify supportability and usability requirements for new releases during the design phase as well as post GA via enhancement requests
• Develop and deliver training materials for TAC. Training is a key component of the day-to-day success of support. An Enablement engineer is responsible for staying up to date with technical details on Palo Alto Networks new products and industry in general and sharing those details with TAC via white papers, BBLs, or TOIs
• Develop tools for TAC – For better visibility and troubleshooting
• Monitor and identify case trends. Sometimes there are opportunities to “catch” a problem before it escalates. Our team is positioned to identify or help in these unplanned projects that result in a better customer experience, cost reduction or better security

Your Experience 

• Experience: 5+ years in support roles, working directly with large global customers and partners in addition to internal teams (such as DevOps, Engineering, QA, Product managers..)
• Excellent written and verbal communication skills
• Experience troubleshooting complex Network issues
• Proficient in Web Protocols, HTTP, HTTPS, TLS 
• Expertise in troubleshooting issues on at least 2 OS systems (Windows, Linux MacOS, iOS and Android)
• Comfortable with usage of tools such as Wireshark and chrome developer tools and ability to isolate issues related to OS / Network security layer and API issues 

Nice to have:

• Multi-vendor Zero-Trust Network access vendor experience (PANW, Cisco, Checkpoint, IPS / IDS systems, IdPs)
• Experience as an Enablement Engineer or an Escalations Engineer is a plus
• Scripting skills (JS/Python/Powershell) are a plus.
• Experience training internal technical teams
• Familiarity with Browser Architecture

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 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 work the frontlines against cyberthreats and attacks, protecting everyday transactions in the digital environment. It means we’re good at scaling quickly to new threats, get fulfillment from resolving new problems, and think about things just plain differently.

#LI-NS14

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.