Palo Alto Support Enablement Escalations Engineer Cortex 

Israel, Tel Aviv District, Tel Aviv-Yafo 

707897041

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

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 identifying widespread issues, sending guidelines and communicating updates
• New product development - combine the responsibility of continuing our state-of-the-art 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 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
• 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

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
• Required basic networking knowledge - Ability to independently debug broad, complex, and unique environments with mixed applications and protocols
• The ability to read source code (C/C++/Python..) is a plus
• Scripting skills (JS/Python/Powershell) are a plus.
• Experience with Windows OS based applications (Installation, troubleshooting, Debugging) is required.
• 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

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