Support Enablement and Escalations Engineer Prisma Cloud
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Job Description
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 crossfunctional teams such as developers product management sales and also customers. In particular you will be engaging with Prisma CloudThe code to cloud platform that secures apps from code to runtime.
More information about Prisma Cloud can be found Here
Your Impact
- 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 stateoftheart 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 daytoday 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
Qualifications :
Your Experience
- 5 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 as an Enablement Engineer or an Escalations Engineer is a plus
- Experience working with Public Cloud provider technologies and services (AWS Azure GCP OCI Alibaba etc..)
- Excellent written and verbal communication skills
- Scripting skills (JS/Python/Powershell)
- CASB service knowledge is a plus
- Strong proficiency in both Linux and Windows operating systems
- K8 implementation and troubleshooting experience is required
- Experience training internal technical teams is a plus
Additional Information :
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 just evolves. Our technical team provides the behindthescenes support to meet our customers needs. As threats and technology evolve we stay in step to accomplish our mission. Youll be involved in implementing new products transitioning from old products to new and will fix 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 of providing the best customer support in the industry.
Were a fastgrowing immensely successful organization because of our people and products (built and supported by our people). We work the frontlines against cyberthreats and attacks protecting everyday transactions in the digital environment. It means were good at scaling quickly to new threats get fulfillment from resolving new problems and think about things just plain differently.
#LIYB1
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
