Support Enablement and Escalations Engineer

2 weeks ago

Singapore Palo Alto Networks Full time
Company Description

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.

We have the vision of a world where each day is safer and more secure than the one before. These aren't easy goals to accomplish - but we're not here for easy. We're here for better.

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.

We're changing the nature of work.

Palo Alto Networks is evolving to meet the needs of our employees now and in the future through FLEXWORK, our approach to how we work.

From benefits to learning, location to leadership, we've rethought and recreated every aspect of the employee experience at Palo Alto Networks.

And because it FLEXes around each individual employee based on their individual choices, employees are empowered to push boundaries and help us all evolve, together.


Job Description:

Your Career

Your Impact

  • Enablement of the TAC teams assist with ad hoc Q&A and structured training throughout the year
  • Ownership of critical issues
  • This doesn't 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 stateoftheart 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 daytoday 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

  • Experience 5+ years in support roles, working directly with large global customers and partners in addition to internal teams (such as DevOps, Engineering, QA, Product managers.)
  • Experience as an Enablement Engineer or an Escalations Engineer is a plus
  • Excellent written and verbal communication skills
  • The ability to read source code (C/C++/Python.) is required
  • Strong scripting skills (JS/Python/Powershell)
  • Previous experience with Endpoint Security software is a plus
  • Windows internals, Linux and macOS internals a plus
  • Experience with MS Server solutions (SCCM, GPO, AD, MSSQL, IIS, Exchange) is a plus
  • Experience training internal technical teams is a plus
Additional Information

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 work the frontlines against cyberthreats and attacks, protecting everyday transactions in the digital environment.

It means we're good at scaling quickly to new threats, get fulfillment from resolving new problems, and think about things just plain differently.


Our Commitment
We're trailblazers that dream big, take risks, and challenge cybersecurity's status quo

It's simple:
we can't accomplish our mission without diverse teams innovating, together.

All your information will be kept confidential according to EEO guidelines.

Covid-19 Vaccination Information for Palo Alto Networks Jobs

  • Vaccine requirements and disclosure obligations vary by country.
  • Unless applicable law requires otherwise, you must be vaccinated for COVID or qualify for a reasonable accommodation if:
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