Your Impact
- Enable TAC support teams by providing deeper technical expertise and guidance for Next-Gen Firewall (NGFW) PAN-OS platforms (on-prem and cloud) - This includes not only structured training throughout the year but also includes 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 one of your primary responsibilities is to define supportability and usability requirements for new products during the design phase as well as post GA via enhancement requests
- Develop and deliver expert level 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 advanced technical documentation and training sessions
- Develop advanced troubleshooting focused tools and scripts to help solve complex customer issues and improve product supportability
- Work with TAC to provide expert-level technical support of customer issues that involve very complex network topologies, architectures, and security designs
- 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
- Lead in Identifying problems and taking 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 10 years of professional experience
- Technical Support or Development experience supporting enterprise customers with very complex LAN/WAN environments
- Extensive Networking Background - 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 DataCenter Architectures - Should be very comfortable analyzing packet captures with tools like tcpdump or Wireshark
- Expertise with Remote Access VPN solutions, IPSEC, PKI & SSL
- Experience with Palo Alto Networks products is highly desired
- Linux Troubleshooting - Extremely knowledgeable of the Linux OS and navigation of Linux-based systems - Should be comfortable within the Linux shell and have a good understanding of processes, sockets, resource consumptions etc.
- Well versed in one or more scripting languages (Python, PHP, shell scripting) and familiarity with C - Even though you won't be developing code, you will need to read and analyze source code during the troubleshooting and debugging process - You will also be required to develop scripts to help with complex lab replications
- Understand how data packets get processed - Devices 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
- 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
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 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 [email protected].
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.
