Job Description

YOUR CAREER

The Engineering TAC (ETAC) team is an exciting crossroads between Technical Assistance Center (TAC) and Engineering. The team is empowered to drive decisions and to be the thought leaders within the Global Customer Support organization at Palo Alto Networks. On any given day members of the team may work with new products and software very early in the NPI process, develop and deliver training, assist a support engineer with a challenging customer issue, replicate a complex issue in our lab, evaluate customer network design or help improve features for supportability and usability. Our roles are very hands-on and high impact to the company. 

We are a relatively small global team and will only consider the top people from a support or engineering background. You’ll enjoy networking and collaborating with key contacts outside your own area of expertise such as Sales, Product Management, QA and Engineering, with a strong capability of detailing difficult technical issues to both non-technical and technical professionals. You will regularly not just participate in but lead technical discussions with multi-functional teams, creating an environment of transparency that ultimately leads to better products, better working environments, and better cybersecurity. You are a good candidate if you are the type of person who asks why as opposed to just accepting an answer. 

YOUR IMPACT

• Work with customers through TAC to provide Technical Support of complex WAN architectures and network issues

• Enablement of the TAC teams providing deeper technical expertise and guidance for SD-WAN. This includes not only structured training throughout the year but also includes ad hoc Q&A

• Ownership of critical issues for LAN/WAN and SD-WAN issues. This doesn’t mean being responsible for the case, the focus is on the technical driver of the issue the customer is trying to resolve. This usually means working with the TAC case owner and development engineering on a replication or verification 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 ETAC engineer will identify supportability and usability requirements for new products during the design phase as well as post FCS via enhancement requests

• Develop and deliver training material for TAC. Training is a key component of the day-to-day success of support. An ETAC 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

• Filling in the gaps. Sometimes there are opportunities to “catch” a problem before it escalated. ETAC is positioned to identify or help in these unplanned projects that result in a better customer experience, or a cost reduction or better security/usability

Qualifications

YOUR EXPERIENCE

• Minimum of seven (7) years of professional experience

• TAC experience supporting enterprise customers with complex LAN/WAN environments

• Deep understanding of TCP/IP and advanced knowledge of LAN/WAN technologies, expertise with general routing/switching, Routing protocols (e.g BGP, OSPF, EIGRP), branch and DataCenter Architectures

• Expertise with Remote Access VPN solutions, IPSEC, PKI & SSL

• Hands-on experience with traditional WAN and SD-WAN implementations and technologies. Experience should be beyond just user admin level and include building environments from ground up, maintenance and deep troubleshooting

• Experience with Palo Alto Networks or CloudGenix products is a major plus

• Familiarity with C and various scripting languages is a plus. You’re not applying to be a developer, but you should have some background in reading and compiling from professional or personal projects

• Understand how data packets go through a box. The box 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

• Willing to work flexible times including occasional weekends and evenings. The ETAC team does not work on shifts. However, some critical situations could call for afterhours activities as well as weekend on-call

Additional Information

THE TEAM

Our technical 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 just evolves. Our technical team provides the behind-the-scenes support to meet our customer’s needs. As threats and technology evolve, we stay in step to accomplish our mission. You’ll be involved in implementing new products, transitioning from old products to new, and will fix 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 of providing the best customer support in the industry.

We’re a fast-growing, immensely successful organization because of our people and products (built and supported by our people). We work the frontlines against cyberthreats and attacks, protecting everyday transactions in the digital environment. It means we’re good at scaling quickly to new threats, get fulfillment from resolving new problems, and think about things just plain differently.

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

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Salary disclosure required by sb19-085  for positions located in the state of Colorado: If hired in Colorado, this position starts at a salary of $105,900/yr. Sales roles are also eligible for incentive pay targeted at up to 100% of the offered base salary. Restricted stock units and bonus pay may also be offered as part of this compensation package, as well as benefits that include: flexible paid time off, employee stock purchase program, medical, dental, vision, 401K, life, and disability insurance. Additional information about benefits  may be found here.