Sr. Technical Support Engineer

Your Career

As a Cloud Escalation Engineer - Prisma Access, your role is pivotal in ensuring the smooth operation and improvement of Palo Alto Networks SASE products, particularly Prisma Access.

Your Impact

Here's a breakdown of what your role entails and the qualifications required:

• Escalation Management - Assume a leadership role in resolving high-priority escalations, and be the interface between Development Operations and support teams to orchestrate swift and effective resolutions
• Tool Development - Develop tools tailored specifically for the Technical Assistance Center (TAC), aimed at enhancing visibility, automating troubleshooting workflows, and alleviating the operational burden on our esteemed Engineering/DevOps cohorts
• Post-mortem Analysis - Harness the power of data-driven insights as you meticulously dissect and analyze the resolution of escalated issues, leveraging these findings to drive iterative improvements in product robustness and support workflow efficiency
• Proactive Monitoring - Anticipate and preempt potential issues through the implementation of predictive monitoring frameworks, enabling proactive interventions to mitigate risks, bolster uptime, and ensure an unparalleled level of service reliability for our valued customers
• TAC Enablement - Deliver structured training sessions to empower our TAC teams with advanced troubleshooting techniques, deep insights into product intricacies, and proficient utilization of tools, thereby enhancing their ability to swiftly and adeptly address customer inquiries and challenges

Requirements

Your Experience

• Strong Networking Background - Demonstrate mastery in the intricacies of networking protocols, including but not limited to BGP routing, IPSec, and TLS, enabling you to navigate complex network architectures - Should be very comfortable with looking at packet captures with tools like tcpdump or Wireshark
• Certifications like PCNSE/CCNP/CCIE or equivalent are a plus.
• Cloud Experience - Proficiency in the utilization of cloud services offered by industry leaders like AWS and GCP, leveraging your expertise within the realm of cloud security
• Database Knowledge - Possess a nuanced understanding of database technologies, encompassing SQL, MongoDB, and Redis
• Linux Troubleshooting - Exhibit advanced proficiency in the troubleshooting of Linux-based systems, leveraging sophisticated diagnostic tools such as gdb to delve into kernel-level
• Scripting and Automation - Expertise in scripting languages like Python to develop robust automation frameworks, thereby enhancing operational efficiency
• Monitoring Tools - Demonstrate familiarity with an array of monitoring tools, including but not limited to Grafana, ElasticSearch, and Kibana, leveraging these platforms to gain real-time insights into system performance and facilitate proactive interventions to address emerging issues
• Organizational Skills - Showcase impeccable organizational prowess as you adeptly manage individual tasks and coordinate collaborative efforts within the fast-paced and dynamic environment of technical operations, ensuring optimal efficiency and synergy across teams
• Communication - Possess exceptional written and verbal communication skills, enabling you to effectively articulate complex technical concepts and collaborate seamlessly with diverse teams and stakeholders across organizational boundaries

Additional information

The Team

To stay ahead of the curve, it’s critical to know where the curve is, and how to anticipate the changes we’re facing. For the fastest growing cybersecurity company, the curve is the evolution of cyberattacks, and the products and services that dedicatedly address them. Our engineering team is at the core of our products – connected directly to the mission of preventing cyberattacks. They are constantly innovating – challenging the way we, and the industry, think about cybersecurity. These engineers aren’t shy about building products to solve problems no one has pursued before. They 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.

Our engineering team is provided with an unrivaled chance to create the products and practices that will support our company growth over the next decade, defining the cybersecurity industry as we know it. If you see the potential of how incredible people's products can transform a business, this is the team for you. If you don’t wait for directions, instead, identifying new features and opportunities we must just get better, this is your new career.

Our Commitment

We’re trailblazers that dream big, take risks, and challenge cybersecurity’s status quo. It’s simple: we can’t 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 [email protected].

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.

Our Commitment

We’re problem solvers that take risks and challenge cybersecurity’s status quo. It’s simple: we can’t 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 [email protected].

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.

Our Commitment

We’re problem solvers that take risks and challenge cybersecurity’s status quo. It’s simple: we can’t 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 [email protected].

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.