• Manage critical field escalations
• Develop tools for TAC – For better visibility, troubleshooting and to reduce load on Engineering/DevOps
• Utilize tracking of issue resolution (post-mortem) and work with this data to provide feedback for product improvement (supportability)
• Proactive Monitoring - sometimes there are opportunities to “catch” a problem before it is escalated. This team is positioned to identify or help in these unplanned projects that result in a better customer experience, or a cost reduction or better security
• Enablement of the TAC teams through structured training.

Required Qualifications

• Strong Networking background i.e. hands on experience with routing protocols like BGP, security protocols like IPSec and TLS.
• Experience in engineering troubleshooting roles in fields like Support, QA, Dev and SRE for an Enterprise-sized product delivery
• Familiarity with troubleshooting issues on common Linux Distros
• Knowledge/Understanding in scripting and automation to deliver SRE-type tools
• Good communicator (written and verbal)

Preferred Qualifications

• Experience with AWS/GCP services highly desirable
• Working knowledge and understanding of databases like SQL, MongoDB, Redis.
• Familiarity with REST APIs and OpenSource technologies
• Familiarity with tools like Grafana/ElasticSearch/Kibana highly desirable
• Highly organized. With many people doing many things in a fast-paced company, strong organizational skills both for yourself and for the team is needed for success

The Team

Our Customer 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 evolves. As threats and technology change, we stay in step to accomplish our mission.

You’ll be involved in implementing new products, transitioning from old products to new, and fixing 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 on providing the best customer support in the industry.

Compensation Disclosure

The compensation offered for this position will depend on qualifications, experience, and work location. For candidates who receive an offer at the posted level, the starting base salary (for non-sales roles) or base salary + commission target (for sales/commissioned roles) is expected to be between $147000 - $200000/YR. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here.

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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.