Palo Alto Networks Support Enablement and Escalation Engineer (Cortex XDR) in Santa Clara, California
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 .
The team is an exciting crossroads between Support/TAC (Technical Assistance Center) and Engineering. The team is empowered to drive decisions and to be the thought leaders within the Global Customer Services organization at Palo Alto Networks. On any given day members of the team may work with new products and software very early in the new product lifecycle, provide training, assist a support engineer with a customer issue, replicate a complex issue in our lab, evaluate customer network design or help improve features for supportability and usability. We are a relatively small global team and will only consider the top people from a support or engineering background.
You are a good candidate if you are excellent at working with many cross-functional teams such as developers, product management, sales and also customers. In particular, you will be engaging with the industry’s first extended detection and response platform that spans endpoint, network and cloud data (Cortex XDR).
Enablement of the TAC teams - assist with ad hoc Q&A and structured training throughout the year
Ownership of critical issues - This doesn’t mean being responsible for the case, the focus is on the technical driver of the case the customer calls about - This usually means working with the TAC case owner and engineering on a replication or verification, sending guidelines and communicating updates
New product development - combine the responsibility of continuing our state-of-the-art technical knowledge and skills learned from prior technical support, an ETAC engineer will identify supportability and usability requirements for new products during the design phase as well as post GA via enhancement requests
Develop and deliver training materials for TAC - Training is a key component of the day-to-day success of support - An ETAC engineer is responsible for staying up to date with technical details on Palo Alto Networks new products and industry in general and sharing those details with TAC via white papers, BBLs, or TOIs
Develop tools for TAC – For better visibility and troubleshooting
Filling in the gaps - Sometimes there are opportunities to “catch” a problem before it escalates - ETAC is positioned to identify or help in these unplanned projects that result in a better customer experience, cost reduction or better security
Experience - 5+ years in support roles, working directly with large global customers and partners in addition to internal teams (such as DevOps, Engineering, QA, Product managers etc.)
Excellent written and verbal communication skills
Required basic networking knowledge - Ability to independently debug broad, complex, and unique environments with mixed applications and protocols
Required strong experience with Windows OS based applications (Installation, troubleshooting, Debugging)
Previous experience with Endpoint Security software is required
Windows internals, Linux and macOS internals a plus
Experience with MS Server solutions (SCCM, GPO, AD, MSSQL, IIS, Exchange) is a plus
The ability to script in different languages is a plus
The ability to read source code (C/C++/Python) is desirable
Experience training internal technical teams is a plus
Our technical 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 just evolves. Our technical team provides the behind-the-scenes support to meet our customer’s needs. As threats and technology evolve, we stay in step to accomplish our mission. You’ll be involved in implementing new products, transitioning from old products to new, and will fix 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 of providing the best customer support in the industry.
We’re a fast-growing, immensely successful organization because of our people and products (built and supported by our people). We work the frontlines against cyberthreats and attacks, protecting everyday transactions in the digital environment. It means we’re good at scaling quickly to new threats, get fulfillment from resolving new problems, and think about things just plain differently.
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 firstname.lastname@example.org .
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.
The compensation offered for this position will depend on qualifications, experience, and work location. For candidates who receive an offer, the starting salary (includes on-target earnings = base + on target incentives for sales roles) is expected to be between $102,800/yr to $151,100/yr. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here (http://benefits.paloaltonetworks.com/) .
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The job requires accessing a company worksite
The job requires in-person customer contact and the customer has implemented such requirements
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