Staff ETAC Engineer

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. You would be working on various products and technologies such as hardware Next Generation Firewalls (NGFW) private or public cloud NGFWs the  GlobalProtect client or database technologies such as mongodb redis and Elasticsearch. Our roles are very handson and high impact to the company. 

We are a relatively small global team and will only consider the top people from 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 NextGen Firewall (NGFW) PANOS platforms. This includes not only structured training throughout the year but also includes ad hoc sessions and Q&A over Zoom.

• 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 you will define supportability and usability requirements for new products during the design phase as well as post GA via enhancement requests.

• Develop and deliver advanced 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 technical documentation and training sessions.

• Develop troubleshooting focused tools and scripts to help solve customer issues and support the product.

• Work with TAC to provide expertlevel technical support of customer issues that involve complex WAN architectures and network security.

• 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 could mean log analysis and source code analysis to find root cause communicating updates to management. Or working with the TAC case owner and development engineering on a replication or verification.

• Identify problems and take 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.

Qualifications :

Your Experience

• Minimum of seven years of professional experience.

• Technical Support experience supporting enterprise customers with complex LAN/WAN environments.

• Strong Networking Background Solid understanding of TCP/IP and advanced knowledge of LAN/WAN technologies. Expertise including but not limited to general routing/switching (e.g BGP OSPF) IPSec and TLS. Should be very comfortable  analyzing packet captures with tools like tcpdump or Wireshark.

• 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 data center architectures.

• Expertise with Remote Access VPN solutions IPSEC PKI & SSL.

• Experience with Palo Alto Networks products is highly desired.

• Linux Troubleshooting Knowledgeable of the Linux OS and navigation of Linuxbased systems. Should be comfortable within the Linux shell and have a good understanding of processes sockets resource consumptions etc.

• Comfortable with one or more scripting languages (Python PHP shell scripting) and familiarity with C. Even though you wont be developing code you will need to read source code during the troubleshooting and debugging process. You will also be required to develop scripts to help with complex lab replications. 

• Understand how data packets go through a box. The box 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.

• 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 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 define the industry instead of waiting for directions. We need individuals who feel comfortable in ambiguity excited by the prospect of a challenge and empowered by the unknown risks facing our everyday lives that are only enabled by a secure digital environment.

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.