Staff Support Enablement and Escalations Engineer

• 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, evaluate customer network design 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 industrys most comprehensive SOAR platform, and with our shiny new .

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 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