Staff ETAC Engineer
Staff ETAC Engineer
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Job Description
Your Career
The Engineering TAC (ETAC) team is an exciting crossroads between Technical Assistance Center (TAC) and Engineering. This team is uniquely empowered to drive decisions and to be the thought leaders within the Global Customer Support organization at Palo Alto Networks. On any given day members of the team may work with cuttingedge new hardware and software projects very early in the product life cycle develop and deliver advanced technical training assist a support engineer with a challenging customer issue replicate a complex issue in our lab evaluate customer network design or help improve features for supportability and usability that shape the future of our products. Our roles are very handson and have a high impact on the company.
We are a relatively small global team consisting of top performers with a support or engineering background. Youll enjoy networking and collaborating with key contacts outside your own area of expertise such as Product Management QA Engineering Sales and more with a strong capability of detailing difficult technical issues to both nontechnical and technical professionals. You will regularly not just participate in but lead technical discussions with crossfunctional teams creating an environment of transparency that ultimately leads to better products better working environments and better cybersecurity. You are a good candidate if you are the type of person who asks why as opposed to just accepting an answer.
Your Impact
- Enable TAC support teams by providing deeper technical expertise and guidance for NetSec platforms (NGFW Cloud NGFW SASE) This includes not only structured training throughout the year but also includes ad hoc sessions and Q&A inperson and remotely
- Work directly with Engineering on cuttingedge new product development With your combined technical expertise in our stateoftheart cybersecurity platform and knowledge and skills learned from prior technical support experience as an ETAC engineer one of your primary responsibilities is to define supportability and usability requirements for new products during the design phase as well as post GA via enhancement requests
- Develop and deliver expert level training materials for TAC support and Engineering teams Training is a key component of the daytoday success of support An ETAC engineer has the highest level of expertise amongst support teams and is responsible for staying up to date with technical details on Palo Alto Networks new products and industry in general You will share those details with TAC via advanced technical documentation and training sessions
- Develop advanced troubleshooting focused tools and scripts to help solve complex customer issues and improve product supportability
- Work with TAC to provide expertlevel technical support of customer issues that involve very complex network topologies architectures and security designs
- Own critical and executive level issues for LAN/WAN and NGFWs You will work primarily with Customer Support and Engineering with the focus on assisting them with identifying and resolving customer issues This usually means working with the TAC case owner and development engineering on a replication or verification and communicating updates
- Lead in Identifying problems and taking actions to fix them across support and product life cycles Sometimes there are opportunities to catch a problem before it is escalated or becomes widespread ETAC is positioned to identify or help in these unplanned projects that result in a better customer experience and is also empowered to help implement enhancements and automations that save time and provide better security and usability
- Help drive and enable ML/AI related projects
Qualifications :
Your Experience
- Minimum of 7 years of professional experience
- Technical Support or Development experience supporting enterprise customers with very complex LAN/WAN environments
- Deep understanding of TCP/IP and advanced knowledge of LAN/WAN technologies expertise with general routing/switching Routing protocols (e.g BGP OSPF) branch and DataCenter Architectures
- Expertise with Remote Access VPN solutions IPSEC PKI & SSL
- Expertise with Cloud services and Infrastructure
- Familiarity with C Python or at least one scripting language Youre not applying to be a developer but you should have some experience in automating moderately complex tasks
- Experience with Palo Alto Networks products is highly desired
- Understand how data packets get processed Devices shouldnt be a black box you should know what is happening to a packet at different stages and how that can impact problems
- Excellent communication skills with the ability to deliver highly technical informative presentations Youre not being hired to answer phone calls from the queue but you will speak with customers from time to time as well as to developers sales engineers and the rest of your team
- Proficiency in creating technical documentation using applications such as Powerpoint/Google Slides or knowledgebase/intranet platforms such as Lumapps Jive or Confluence
- Willing to work flexible times including occasional weekends and evenings The ETAC team does not work on shifts However some critical situations could call for afterhours activities as well as weekend oncall
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 signit 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 raisedin 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 $126000 $204500/YR. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here.
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.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
