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, 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
- Enable TAC support teams by providing deeper technical expertise and guidance for NetSec platforms (NGFW, Cloud NGFW, SASE) - This includes not only structured training throughout the year but also includes ad hoc sessions and Q&A in-person and remotely
- 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 one of your primary responsibilities is to define supportability and usability requirements for new products during the design phase as well as post GA via enhancement requests
- Develop and deliver expert level training materials for TAC support and Engineering teams - Training is a key component of the day-to-day success of support - An ETAC engineer has the highest level of expertise amongst support teams, and is responsible for staying up to date with technical details on Palo Alto Networks new products and industry in general - You will share those details with TAC via advanced technical documentation and training sessions
- Develop advanced troubleshooting focused tools and scripts to help solve complex customer issues and improve product supportability
- Work with TAC to provide expert-level technical support of customer issues that involve very complex network topologies, architectures, and security designs
- Own critical and executive level issues for LAN/WAN and NGFWs - You will work primarily with Customer Support and Engineering with the focus on assisting them with identifying and resolving customer issues - This usually means working with the TAC case owner and development engineering on a replication or verification and communicating updates
- Lead in Identifying problems and taking actions to fix them across support and product life cycles - Sometimes there are opportunities to catch a problem before it is escalated or becomes widespread - ETAC is positioned to identify or help in these unplanned projects that result in a better customer experience, and is also empowered to help implement enhancements and automations that save time and provide better security and usability
- Help drive and enable ML/AI related projects
Your Experience
- Minimum of 10 years of professional experience including minimum 5 years managing highly technical engineers
- Technical Support or Development experience supporting enterprise customers with very complex LAN/WAN environments
- Operational Management - Ensure that your engineers have the resources and processes necessary for successful and sustained performance
- Work with TAC to provide expert-level technical support of customer issues that involve complex WAN architectures and network security
- 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
- Deep understanding of TCP/IP and advanced knowledge of LAN/WAN technologies, expertise with general routing/switching, Routing protocols (e.g BGP, OSPF), branch and DataCenter Architectures
- Expertise with Remote Access VPN solutions, IPSEC, PKI & SSL
- Expertise with Cloud services and Infrastructure
- Familiarity with C, Python, or at least one scripting language - You’re not applying to be a developer, but you should have some experience in automating moderately complex tasks
- Experience with Palo Alto Networks products is highly desired
- Understand how data packets get processed - Devices shouldn’t be a “black box”, you should know what is happening to a packet at different stages and how that can impact problems
- Excellent communication skills with the ability to deliver highly technical informative presentations - You’re not being hired to answer phone calls from the queue, but you will speak with customers from time to time as well as to developers, sales engineers and the rest of your team
- Proficiency in creating technical documentation using applications such as Powerpoint/Google Slides or knowledge-base/intranet platforms such as Lumapps, Jive or Confluence
- Willing to work flexible times including occasional weekends and evenings - For some critical situations, after-hours activities will be required
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.
All your information will be kept confidential according to EEO guidelines.
