Staff Support Enablement and Escalations Engineer - Cortex Cloud

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 Cortex CloudThe code to cloud to SOC platform that secures apps from code to runtime. (More information about Cortex Cloud can be found )

Your Impact

• Continuously improving Support escalations to Engineering (process and quality) in a fast paced environment, in a large scale
• Enablement of the TAC teams - Assist with both ad hoc Q&A and structured training throughout the year
• Ownership of critical issues. This doesnt always mean being responsible for the case, the focus is on the technical driver of the case the customer calls about. This usually means working with the TAC case owner and engineering on a replication or verification, sending guidelines and communicating updates
• New product development - combine the responsibility of continuing our state-of-the-art technical knowledge and skills learned from prior technical support, an Enablement engineer will identify supportability and usability requirements for new products 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
• Filling in the gaps. 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

• 7+ years in support roles, working directly with large global customers and partners in addition to internal teams (such as DevOps, Engineering, QA, Product managers..)
• Experience working with Public Cloud provider technologies and services (AWS, Azure, GCP, OCI, Alibaba, etc..).
• Excellent written and verbal interpersonal skills with strong presentation abilities
• Scripting skills (JS/Python/Powershell)
• Strong proficiency in both Linux and Windows operating systems
• Kubernetes implementation and troubleshooting experience
• Experience training internal technical teams

Nice to Have

• Experience as an Enablement Engineer or an Escalations Engineer

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 doesnt stop once they sign it evolves. As threats and technology change, we stay in step to accomplish our mission.

Youll be involved in implementing new products, transitioning from old products to new, and fixing integrations and critical issues as they are raised in fact, youll seek them out to ensure our clients are safely supported. We fix and identify technical problems, with a pointed focus on providing the best customer support in the industry.