Senior Technical Support Engineer - Cloud

Company Description

This requisition is for US Government and requires US citizenship to be considered.

Our Mission

At Palo Alto Networks® everything starts and ends with our mission:

Being the cybersecurity partner of choice, protecting our digital way of life.

We have the vision of a world where each day is safer and more secure than the one before. These aren’t easy goals to accomplish – but we’re not here for easy. We’re here for better. We are a company built on the foundation of challenging and disrupting the way things are done, and we’re looking for innovators who are as committed to shaping the future of cybersecurity as we are.

We’re changing the nature of work. Palo Alto Networks is evolving to meet the needs of our employees now and in the future through FLEXWORK, our approach to how we work. From benefits to learning, location to leadership, we’ve rethought and recreated every aspect of the employee experience at Palo Alto Networks.  And because it FLEXes around each individual employee based on their individual choices, employees are empowered to push boundaries and help us all evolve, together. 

Job Description

Your Career

Palo Alto Networks SASE Products are the latest in our security platform that bring the power and scale of our products to our customers, and industry. It’s 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 the 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), you will provide more opportunities to tackle critical end user experience concerns, while improving reliability and serviceability of the product, without revenue creation distractions. We are approaching customer service in an entirely new fashion, and we are looking for talented, motivated, dedicated individuals to help us define what the future of customer support should be.

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 (post-mortem) 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

• Development mindset experience delivering Enterprise Software Services
• Strong Networking background in routing (BGP) and security protocols like SSL and IPSec
• Experience  in engineering troubleshooting roles in fields like Support, QA, Dev, SRE and IT for an Enterprise-sized product delivery
• Familiarity with REST APIs and OpenSource technologies
• Familiarity with troubleshooting issues on common Linux Distros
• Knowledge/Understanding in scripting and automation to deliver SRE-type tools
• Working knowledge and understanding of databases like SQL 
• Experience with AWS/GCP services highly desirable
• Experience with tools like Grafana/ElasticSearch/Kibana highly desirable
• Highly organized - With many people doing many things in a fast-paced 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 doesn’t stop once they sign — it evolves. As threats and technology change, we stay in step to accomplish our mission.

You’ll be involved in implementing new products, transitioning from old products to new, and fixing integrations and critical issues as they are raised — in fact, you’ll 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.

Our Commitment

We’re trailblazers that dream big, take risks, and challenge cybersecurity’s status quo. It’