Palo Alto Support Enablement Escalations Engineer PAB 

Israel, Tel Aviv District, Tel Aviv-Yafo 

310643773

Being the cybersecurity partner of choice, protecting our digital way of life.

Your Impact

• Learning the product by handling cases escalated from the support teams, before they reach Engineering. Creating and developing enablement materials for Support - troubleshooting docs and processes.
• Identifying widespread issues, sending guidelines and communicating updates
• Identify supportability and usability requirements for new releases 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
• Monitor and identify case trends. 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

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..)
• Excellent written and verbal communication skills
• Experience troubleshooting complex Network issues
• Proficient in Web Protocols, HTTP, HTTPS, TLS
• Expertise in troubleshooting issues on at least 2 OS systems (Windows, Linux MacOS, iOS and Android)
• Comfortable with usage of tools such as Wireshark and chrome developer tools and ability to isolate issues related to OS / Network security layer and API issues

Nice to have:

• Multi-vendor Zero-Trust Network access vendor experience (PANW, Cisco, Checkpoint, IPS / IDS systems, IdPs)
• Experience as an Enablement Engineer or an Escalations Engineer is a plus
• Scripting skills (JS/Python/Powershell) are a plus.
• Experience training internal technical teams
• Familiarity with Browser Architecture

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