Staff E-TAC, Product Support - SASE

In this role within the Product Support team in Global Customer Support (GCS), youll be responsible for driving technical enablement through product supportability and usability on the Prisma Access platform. As the Staff E-TAC - SASE Engineer, youll 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

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