Staff Customer Reliability Engineer

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.

Our Approach to Work

We lead with flexibility and choice in all of our people programs. We have disrupted the traditional view that all employees have the same needs and wants. We offer personalization and offer our employees the opportunity to choose what works best for them as often as possible - from your wellbeing support to your growth and development, and beyond!

At Palo Alto Networks, we believe in the power of collaboration and value in-person interactions. This is why our employees generally work from the office three days per week, leaving two days for choice and flexibility to work where you feel most effective. This setup fosters casual conversations, problem-solving, and trusted relationships. While details may evolve, our goal is to create an environment where innovation thrives, with office-based teams coming together three days a week to collaborate and thrive, 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.

As a Customer Reliability Engineer for Data Security, you will act as a liaison between our Customer Success organization and our product and engineering teams. In this role you will lead troubleshooting and solutions to out customer’s toughest technical challenges, and provide critical data driven design feedback to help Palo Alto Networks products grow and mature. We are approaching customer service in an entirely new fashion, and  are looking for talented, motivated, dedicated individuals to help us define what the future of customer support should be.

Your Impact

• Work with Global Customer Support to solve customer product issues 

• Identify customer pain points and influence solutions via training, documentation and product feature refinement

• Build and maintain internal product tools and telemetry 

• Communicate status of the systems via automation (customers) and targeted messages (TAC)

• Voice of the customer during feature development (NPI) providing input on usability, and serviceability 

• Data Driven technical leader for continuous improvement across all KPI’s

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

• Scripting skills are a plus (Python/ Bash)

• Experience with Docker/Kubernetes, Cloud-based platforms, monitoring tools (grafana, datadog), CI tools (Jenkins)

• Good communicator (written and verbal)

• Strong troubleshooting skills

• Development mindset

• Hands on experience with Linux administration

• Experience with Cloud services, configuration and management

• Prior experience in CASB or DLP service is a plus

• Strong knowledge of networking protocols, PAN OS firewall, DLP, RegEx, Databases, Rest API, and JSON.

• Excellent problem-solving skills and the ability to troubleshoot complex issues.

• Solid understanding of security best practices and compliance standards.

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 cri