Staff Engineer

At Palo Alto Networks® everything starts and ends with our mission:
Being the cybersecurity partner of choice, protecting our digital way of life.
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 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
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. 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. 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
Your Experience
Minimum of 9 years of professional experience
Technical Support experience supporting enterprise customers with complex LAN/WAN environments
g BGP, OSPF), branch and data center architectures
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

As part of this team, you enable customer success by providing support to clients after they have purchased our products. As threats and technology evolve, we stay in step to accomplish our mission. We fix and identify technical problems, with a pointed focus of providing the best customer support in the industry.
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.
We’re trailblazers that dream big, take risks, and challenge cybersecurity’s status quo. 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  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.
We’re problem solvers that take risks and challenge cybersecurity’s status quo. 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 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.
Is role eligible for Immigration Sponsorship? Please note that we will not sponsor applicants for work visas for this position.

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