Palo Alto Networks is hiring a Staff Support Escalations and Enablement Engineer to serve as a pivotal technical leader within Global Customer Services. In this role, you will drive decisions at the intersection of Support/TAC and Engineering, focusing on enabling teams, owning critical issues, and influencing product development.

What You'll Do

Enable the TAC teams through both ad hoc Q&A and structured training throughout the year.
Own critical technical issues, acting as the driver by working with TAC case owners and engineering on replication, verification, and communication.
Identify supportability and usability requirements for new products during the design phase and post-GA via enhancement requests.
Develop and deliver training materials for TAC, staying current with technical details on new products and the industry.
Develop tools for TAC to provide better visibility and troubleshooting capabilities.
Fill in gaps by identifying or helping with unplanned projects that improve customer experience, reduce costs, or enhance security.

What We're Looking For

7+ years in support roles, working directly with large global customers and partners as well as internal teams like DevOps, Engineering, QA, and Product managers.
Experience working with Public Cloud provider technologies and services, such as AWS, Azure, GCP, OCI, and Alibaba.
Excellent written and verbal communication skills.
Scripting skills in JS, Python, or Powershell.
Strong proficiency in both Linux and Windows operating systems.
Kubernetes implementation and troubleshooting experience.

Nice to Have

Experience as an Enablement Engineer or an Escalations Engineer.
Experience training internal technical teams.

Technical Stack

Cloud: AWS, Azure, GCP, OCI, Alibaba, Cortex Cloud
Scripting: JS, Python, Powershell
Operating Systems: Linux, Windows
Infrastructure: Kubernetes

Team & Environment

You will join a relatively small global team that is part of the Global Customer Services organization, strategically positioned between Support/TAC and Engineering.

Benefits & Compensation

Compensation: $123,200 - $199,100/YR + equity in the form of Restricted Stock Units.
Restricted Stock Units
Bonus
Comprehensive employee benefits package.

Work Mode

This is a remote position.

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.