Being the cybersecurity partner of choice, protecting our digital way of life.
Your Impact
- Provide technical leadership and management of a team of engineers who are responsible for supporting of NGFW on -prem and cloud, Prisma Access, and Integrated Applications
- Lead daily operations of the team in line with the company goals and objectives
- Ensure that your engineers have the resources and processes necessary for successful and sustained performance
- Work directly with Engineering on cutting-edge new product development - With your combined technical expertise in our state-of-the-art cybersecurity platform, and knowledge and skills learned from prior technical support experience, as an ETAC engineer you will define supportability and usability requirements for new products during the design phase as well as post GA via enhancement requests
- Manage a Customer Reliability Engineering (CRE) team working with our customers, internal support and engineering teams to help build and deliver our Cloud-based/Big Data SaaS products
- Owns support product metrics cradle to grave to drive supportability and customer friendly features back into R&D
- Manage and appropriately escalate delivery impediments to our customers - including, risks, issues, and changes associated to the product development initiatives
- Own, deliver, and manage solutions supporting internal stakeholders for Cloud services, CI/CD, DevSecOps and product delivery automation
- Develop communication programs to connect the team with the rest of the engineering and product organizations
- Represent Global Technical Support at industry events
- Define and deliver a scalable software and service automation framework in partnership with other engineering leaders
- Recruit and retain the technical talent required to deliver services
- Be an escalation point for the support team for problems found by customers
- Manage a team that will triage problems to directly resolve or involve the correct resource supporting Development and our Technical Engineering Support teams
- Communicate status of the systems via automation (customers) and targeted messages for our Technical Support teams
- Utilize tracking of issue resolution (post-mortem) and work with this data to provide feedback for product improvement (supportability)
- Training support teams on the developed tools and processes - This is an ongoing deliverable
- Innovate potential solutions experienced by our end users
Your Experience
- Minimum ten years professional experience, including 3+ years experience managing technical teams
- Deep understanding of TCP/IP, LAN/WAN technologies, and VPN solutions
- Excellent communication skills for technical presentations
- Proficiency in creating technical documentation
- Experience with Palo Alto Networks products preferred
- Willingness to work flexible hours
- Development mindset with troubleshooting experience
- Knowledge in scripting, REST APIs, and OpenSource technologies
- Familiarity with cloud services and common Linux Distros
- Experience with databases like SQL, MongoDB, Redis
- Highly analytical with strong organizational skills
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:
- The job requires accessing a company worksite
- The job requires in-person customer contact and the customer has implemented such requirements
- You choose to access a Palo Alto Networks worksite
- If you have questions about the vaccine requirements of this particular position based on your location or job requirements, please inquire with the recruiter.
