Principal Cloud Escalation Engineer (Prisma Access)

Company Description

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.
Our vision is a world where each day is safer and more secure than the one before. 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.

Who We Are

We take our mission of protecting the digital way of life seriously. We are relentless in protecting our customers and we believe that the unique ideas of every member of our team contributes to our collective success. Our values were crowdsourced by employees and are brought to life through each of us everyday - from disruptive innovation and collaboration, to execution. From showing up for each other with integrity to creating an environment where we all feel included.

As a member of our team, you will be shaping the future of cybersecurity. We work fast, value ongoing learning, and we respect each employee as a unique individual. Knowing we all have different needs, our development and personal wellbeing programs are designed to give you choice in how you are supported. This includes our FLEXBenefits wellbeing spending account with over 1,000 eligible items selected by employees, our mental and financial health resources, and our personalized learning opportunities - just to name a few!

Job Description

Your Career

Palo Alto Networks SASE Products are the latest in our security platform that brings 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 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) and lives in the same organization, here you will provide more opportunities to tackle critical end-user experience concerns, while improving the reliability and serviceability of the product, without revenue creation distractions. 

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 

• Strong Networking background i.e. hands on experience with routing protocols like BGP, security protocols like IPSec and TLS.

• Experience with AWS/GCP services highly desirable

• Working knowledge and understanding of databases like SQL, MongoDB, Redis.

• Familiarity with troubleshooting issues on common Linux Distros

• Experience in engineering troubleshooting roles in fields like Support, QA, Dev and SRE for an Enterprise-sized product delivery

• Knowledge/Understanding in scripting and automation to deliver SRE-type tools

• Familiarity with REST APIs and OpenSource technologies

• Familiarity 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