Staff Support Enablement and Escalations Engineer
21 hours ago
- 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 industrys most comprehensive SOAR platform, and with our shiny new .
Your Impact
- Continuously improving Support escalations to Engineering (process and quality) in a fast paced environment, in a large scale
- Enablement of the TAC teams - assist with ad hoc Q&A and structured training throughout the year
- Ownership of critical issues. This doesnt always 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 Enablement 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 Enablement 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. Our team is positioned to identify or help in these unplanned projects that result in a better customer experience, cost reduction or better security
Qualifications
Your Experience
- 7+ years in support roles, working directly with large global customers and partners in addition to internal teams (such as DevOps, Engineering, QA, Product managers..)
- Excellent written and verbal interpersonal skills with strong presentation abilities.
- Basic networking knowledge - Ability to independently debug broad, complex, and unique environments with mixed applications and protocols
- API/Integration Experience: Experience working with third-party APIs and designing/reviewing technical requirements for tool integrations.
- The ability to read source code (C/C++/Python..)
- Strong scripting skills (JS/Python/Powershell)
- Experience training internal technical teams
Nice to Have
- Experience as an Enablement Engineer or an Escalations Engineer.
- Prior experience with SOAR platforms, especially in writing, modifying, and troubleshooting playbooks to automate incident handling.
- Experience with Windows OS based applications (Installation, troubleshooting, Debugging).
- Understanding of SOC workflows, incident response processes, and integration between detection, investigation, and remediation tools.
-
Bengaluru, Karnataka, India Palo Alto Networks Full timeCompany DescriptionOur MissionAt 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...
-
Bengaluru, Karnataka, India Palo Alto Networks Full timeCompany DescriptionOur MissionAt 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...
-
Sr Staff Escalation Engineer
22 hours ago
Bengaluru, Karnataka, India Palo Alto Networks Full timeCompany Description Our MissionAt 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...
-
Sr Staff Escalation Engineer
1 day ago
Bengaluru, Karnataka, India Palo Alto Networks Full timeCompany Description Our MissionAt 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...
-
Staff Escalation DevOps Engineer
1 day ago
Bengaluru, Karnataka, India Zscaler Softech Full timeAbout ZscalerServing thousands of enterprise customers around the world including 45% of Fortune 500 companies, Zscaler (NASDAQ: ZS) was founded in 2007 with a mission to make the cloud a safe place to do business and a more enjoyable experience for enterprise users. As the operator of the world's largest security cloud, Zscaler accelerates digital...
-
Escalation Manager
1 day ago
Bengaluru, Karnataka, India Saviynt Full timeJob Title: Escalation Manager Location: Bangalore, Hybrid Description: Saviynt is a leading cloud-based Identity Governance and Administration (IGA/IAM) solutions provider. We are seeking a highly experienced Manager of Global Escalations that will interface with our internal teams to drive a stellar customer experience. The role reports to the...
-
Escalation Manager
21 hours ago
Bengaluru, Karnataka, India Saviynt Full timeJob Title: Escalation ManagerLocation: Bangalore, HybridDescription:Saviynt is a leading cloud-based Identity Governance and Administration (IGA/IAM) solutionsprovider. We are seeking a highly experienced Manager of Global Escalations that will interfacewith our internal teams to drive a stellar customer experience. The role reports to the SeniorManager,...
-
Escalation Manager
2 weeks ago
Bengaluru, Karnataka, India Palo Alto Networks Full time US$ 12,00,000 - US$ 24,00,000 per yearCompany Description Our MissionAt 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...
-
Escalation Manager
3 days ago
Bengaluru, Karnataka, India Automation Anywhere Full timeAbout UsAutomation Anywhere is the leader in Agentic Process Automation (APA), transforming how work gets done with AI-powered automation. Its APA system, built on the industry's first Process Reasoning Engine (PRE) and specialized AI agents, combines process discovery, RPA, end-to-end orchestration, document processing, and analytics—all delivered with...
-
Escalation Manager
1 day ago
Bengaluru, Karnataka, India Automation Anywhere Full timeAbout UsAutomation Anywhere is the leader in Agentic Process Automation (APA), transforming how work gets done with AI-powered automation. Its APA system, built on the industry's first Process Reasoning Engine (PRE) and specialized AI agents, combines process discovery, RPA, end-to-end orchestration, document processing, and analytics—all delivered with...
