Sr Staff Cloud Escalation Engineer Networking

Your Career

Palo Alto Networks SASE Products are the latest in our security platform that brings the power and scale of our products to our customers and industry. Its a groundbreaking change in the way the industry views cybersecurity as it relates to our cloud environments one that is necessary in our mission to protect our way of life in the digital age.This team utilizes the experience of senior network and security engineers to build environments where our customers and employees thrive.

In this Cloud Escalation Engineer Prisma Access role you will act as a liaison between our Development Operations teams as well as our support teams to assist in escalations. While this role is similar to a Site Reliability Engineer (SRE) and lives in the same organization here you will provide more opportunities to tackle critical enduser experience concerns while improving the reliability and serviceability of the product without revenue creation distractions. 

Your Impact

• Manage critical field escalations
• Develop tools for TAC For better visibility troubleshooting and to reduce load on Engineering/DevOps
• Utilize tracking of issue resolution (postmortem) and work with this data to provide feedback for product improvement (supportability)
• Proactive Monitoring sometimes there are opportunities to catch a problem before it is escalated  This team is positioned to identify or help in these unplanned projects that result in a better customer experience or a cost reduction or better security
• Enablement of the TAC teams through structured training

Qualifications :

Your Experience 

• Strong Networking background i.e. hands on experience with routing protocols like BGP security protocols like IPSec and TLS
• Experience with AWS/GCP services highly desirable
• Working knowledge and understanding of databases like SQL MongoDB Redis
• Familiarity with troubleshooting issues on common Linux Distros
• Experience in engineering troubleshooting roles in fields like Support QA Dev and SRE for an Enterprisesized product delivery
• Knowledge/Understanding in scripting and automation to deliver SREtype tools
• Familiarity with REST APIs and OpenSource technologies
• Familiarity with tools like Grafana/ElasticSearch/Kibana highly desirable
• Highly organized. With many people doing many things in a fastpaced company strong organizational skills both for yourself and for the team is needed for success
• Good communicator (written and verbal)

Additional Information :

The Team

Our Customer 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.

Compensation Disclosure

The compensation offered for this position will depend on qualifications experience and work location. For candidates who receive an offer at the posted level the starting base salary (for nonsales roles) or base salary commission target (for sales/commissioned roles) is expected to be between $147000 $237500/YR. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here.

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Our Commitment

Were problem solvers that take risks and challenge cybersecuritys status quo. Its simple: we cant 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  .

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.

Is role eligible for Immigration Sponsorship No. Please note that we will not sponsor applicants for work visas for this position.