Staff Support Enablement and Escalations Engineer-Cortex Cloud

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 doesn??t 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