Staff Support Enablement and Escalations Engineer
- Palo Alto Networks
- 7 - 12 years
- Bengaluru
- 24 days ago
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Job Description
- 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.
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Engineering - Hardware & NetworksRole Category: IT NetworkRole: Network (Support) EngineerEmployement Type: Full timeContact Details:
Company: Palo Alto NetworksLocation(s): Bengaluru+ View Contact
Keyskills: debugging python customer success api integration soc networking cybersecurity sales incident response customer support qa technical support product management apis mean devops powershell product development customer experience
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