Staff E-tac 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 personalization 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 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 with some flexibility offered where needed 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 on the industry s best cybersecurity solutions together Your Career The Engineering TAC ETAC team is a small global team and an exciting crossroads between Technical Assistance Center TAC and Engineering This team is uniquely empowered to drive decisions and to be the thought leaders within the Global Customer Support organization at Palo Alto Networks On any given day members of the team may work with cutting-edge new hardware and software projects very early in the product life cycle develop and deliver advanced technical training assist a support engineer with a challenging customer issue replicate a complex issue in our lab evaluate customer network design or help improve features for supportability and usability that shape the future of our products Our roles are very hands-on and have a high impact on the company You ll be networking and collaborating with key contacts outside your own area of expertise such as Product Management QA Engineering Sales and more with a strong capability of detailing difficult technical issues to both non-technical and technical professionals You will regularly not just participate in but lead technical discussions with cross-functional teams creating an environment of transparency that ultimately leads to better products better working environments and better cybersecurity You are a good candidate if you are the type of person who asks why as opposed to just accepting an answer Your Impact Enable TAC support teams by providing deeper technical expertise and guidance for Next-Gen Firewall NGFW PAN-OS platforms - This includes structured training throughout the year as well as ad hoc sessions and Q A over Zoom Work directly with Engineering on cutting-edge new product development - With your combined technical expertise in our state-of-the-art cybersecurity platform and knowledge and skills learned from prior technical support experience as an ETAC engineer you will define supportability and usability requirements for new products during the design phase as well as post GA via enhancement requests Develop and deliver advanced training materials for TAC support and Engineering teams - Training is a key component of the day-to-day success of support - An ETAC engineer has the highest level of expertise amongst support teams and is responsible for staying up to date with technical details on Palo Alto Networks new products and industry in general - You will share those details with TAC via technical documentation and training sessions Develop troubleshooting focused tools and scripts to help solve customer issues and support the product Work with TAC to provide expert-level technical support of customer issues that involve complex WAN architectures and network security Own critical and executive level issues for LAN WAN and NGFWs - You will work primarily with Customer Support and Engineering with the focus on assisting them with identifying and resolving customer issues - This usually means working with the TAC case owner and development engineering on a replication or verification and communicating updates Identify problems and take actions to fix them across support and product life cycles - Sometimes there are opportunities to catch a problem before it is escalated or becomes widespread - ETAC is positioned to identify or help in these unplanned projects that result in a better customer experience and is also empowered to help implement enhancements and automations that save time and provide better security and usability Qualifications Your Experience Minimum of 9 years of professional experience Technical Support experience supporting enterprise customers with complex LAN WAN environments Deep understanding of TCP IP and advanced knowledge of LAN WAN technologies expertise with general routing switching Routing protocols e g BGP OSPF branch and data center architectures Expertise with Remote Access VPN solutions IPSEC PKI SSL Experience with Palo Alto Networks products is highly desired Familiarity with C Python and other scripting languages is a plus Understand how data packets go through a box - The box shouldn t be a black box you should know what is happening to a packet at different stages and how that can impact problems Excellent communication skills with the ability to deliver highly technical informative presentations - You re not being hired to answer phone calls from the queue but you will speak with customers from time to time as well as to developers sales engineers and the rest of your team Proficiency in creating technical documentation using applications such as Powerpoint Google Slides or knowledge-base intranet platforms such as Lumapps Jive or Confluence Willing to work flexible times including occasional weekends and evenings - The ETAC team does not work on shifts - However some critical situations could call for after-hours activities as well as weekend on-call Additional Information The Team 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 define the industry instead of waiting for directions We need individuals who feel comfortable in ambiguity excited by the prospect of a challenge and empowered by the unknown risks facing our everyday lives that are only enabled by a secure digital environment Our Commitment 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 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 Our Commitment We re problem solvers that 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 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 Is role eligible for Immigration Sponsorship No Please note that we will not sponsor applicants for work visas for this position