Customer Reliability Engineer, Technical Support

Company Description

U.S. Citizenship status is required

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 Cloud Security 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.

In this Customer Reliability Engineer, SaaS Security 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

• Work with the DevOps team to help build monitoring systems of all the SaaS systems
• Identify and monitor the metrics for ongoing health of the systems and exchange points between systems and respond to potential problems
• Be an escalation point for the support team for problems found by customers
• Triage problems to directly resolve or involve the correct resource in dev to resolve
• Communicate status of the systems via automation (customers) and targeted messages (TAC)
• Be the voice of the customer to our product and engineering teams to drive user friendly innovation and product use
• Utilize tracking of issue resolution (post-mortem) and work with this data to provide feedback for product improvement (supportability)
• Training TAC on the developed tools and processes - This is an ongoing deliverable
• Utilize data to be a leader in continuous improvement
• Innovate potential solutions experienced by our end users

Qualifications

Your Experience

• Senior engineer in support or similar function with deep understanding of cloud architectures and application monitoring fundamentals
• Strong understanding of cloud platforms (AWS, GCP, Azure)
• Knowledge/Understanding in scripting and automation to deliver SRE-type tools
• Familiarity with REST APIs and latest OpenSource technologies
• Working knowledge and understanding of SQL, MongoDB, Postgres, Redis, Elasticsearch
• Experience with Docker/Kubernetes, Cloud-based platforms, monitoring tools (grafana, datadog), CI tools (Jenkins)
• Good communicator (written and verbal)
• Strong troubleshooting skills
• Development mindset
• Scripting and automation development experience in bash/python
• Hands on experience with Linux administration
• Experience with Cloud services, configuration and management
• Prior experience in CASB or DLP service is a plus

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 th