Staff E-tac

Bengaluru, Karnataka, India Customer Success & Support Full-time Ref ID: 3125726

**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.

**Who We Are**

We take our mission of protecting the digital way of life seriously. We are relentless in protecting our customers and we believe that the unique ideas of every member of our team contributes to our collective success. Our values were crowdsourced by employees and are brought to life through each of us everyday - from disruptive innovation and collaboration, to execution. From showing up for each other with integrity to creating an environment where we all feel included.

As a member of our team, you will be shaping the future of cybersecurity. We work fast, value ongoing learning, and we respect each employee as a unique individual. Knowing we all have different needs, our development and personal wellbeing programs are designed to give you choice in how you are supported. This includes our FLEXBenefits wellbeing spending account with over 1,000 eligible items selected by employees, our mental and financial health resources, and our personalized learning opportunities - just to name a few

At Palo Alto Networks, we believe in the power of collaboration and value in-person interactions. This is why our employees generally work full time from our office with flexibility offered where needed. This setup fosters casual conversations, problem-solving, and trusted relationships. Our goal is to create an environment where we all win with precision.

**Your Career**

The Engineering TAC (ETAC) Advanced Solutions team is 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. We are a relatively small, global team consisting of top performers with support, engineering and development backgrounds. Our roles are very hands-on and have a high impact on the company. The Advanced Solutions team role also includes building/architecting robust environments to assist with complex issue reproduction/resolution, as well as large-scale, cross-platform lab buildouts for feature testing, software release, etc

Our Team consists of Engineers who are experienced in Network Engineering, NetSec, QA, Software Development/DevOps, Cloud, as well as SME’s in areas for bleeding edge tools such as Ixia/Keysight, Spirent, etcTeam's Mission includes Application and Tools Development, AI/Machine Learning R&D, DB Systems Administration, Release Management, and Data Analytics. You will network and collaborate with key stakeholders within Global Support, Engineering, QA, PM, Sales, and more, leveraging your capability of detailing difficult technical issues to both non-technical and technical professionals.

**Your Impact**
- 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
- Work with TAC to provide expert-level technical support of customer issues that involve very complex network topologies, architectures, and security designs
- Lead technical discussions with cross-functional teams, fostering an environment of transparency that ultimately leads to better products. Develop advanced troubleshooting focused tools and scripts to help solve complex customer issues and improve product supportability
- Help drive and enable ML/AI related projects
- Own critical and executive level issues partnering primarily with Customer Support and Engineering to provide expertise in identifying and resolving customer issues, which entails working with the TAC case owner and Engineering on a replication or verification and communicating updates
- Lead in Identifying problems and taking actions to fix them across support and product life cycles
- Develop and deliver expert level training materials for TAC support, Engineering, and Professional Services teams
- Ownership of Release Management:

- Assist with managing the end-to-end release process, including coordinating with various teams to gather release requirements and dependencies.
- Responsible for scheduling, planning, and controlling the software delivery process for on-prem and cloud products (CSP/Adminsite/AWS/Azure/OCI/GCP)
- Coordinate with IT/Dev/QA to assure IT requirements are met for a seamless release process
- SW release after completing testing/deployment stage
- Define strategic usage of release management tools (Autoex/Jenkins/Automa