Palo Alto Networks Inc. Plano , TX 75023
Posted 1 week ago
Company Description
Our Mission
At Palo Alto Networks everything starts and ends with our mission:
Being the cybersecurity partner of choice, protecting our digital way of life.
Our vision is a world where each day is safer and more secure than the one before. We are a company built on the foundation of challenging and disrupting the way things are done, and we're looking for innovators who are as committed to shaping the future of cybersecurity as we are.
Our Approach to Work
We lead with flexibility and choice in all of our people programs. We have disrupted the traditional view that all employees have the same needs and wants. We offer personalization and offer our employees the opportunity to choose what works best for them as often as possible - from your wellbeing support to your growth and development, and beyond!
At Palo Alto Networks, we believe in the power of collaboration and value in-person interactions. This is why our employees generally work from the office three days per week, leaving two days for choice and flexibility to work where you feel most effective. This setup fosters casual conversations, problem-solving, and trusted relationships. While details may evolve, our goal is to create an environment where innovation thrives, with office-based teams coming together three days a week to collaborate and thrive, together!
Job Description
Your Career
The Engineering TAC (ETAC) team is an exciting crossroads between Technical Assistance Center (TAC) and Engineering. This team is uniquely 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 cutting-edge new hardware and software projects very early in the product life cycle, develop and deliver advanced technical 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 that shape the future of our products. Our roles are very hands-on and have a high impact on the company.
We are a relatively small global team consisting of top performers with a support or engineering background. You'll enjoy networking and collaborating with key contacts outside your own area of expertise such as Product Management, QA, Engineering, Sales, and more, 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 cross-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
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
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
Qualifications
Your Experience
Minimum of 10 years of professional experience
Technical Support or Development experience supporting enterprise customers with very 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), 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
Experience with Palo Alto Networks products is highly desired
Understand how data packets get processed
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
The ETAC team does not work on shifts
However, some critical situations could call for after-hours activities as well as weekend on-call
Additional Information
Our Commitment
We're trailblazers that dream big, take risks, and challenge cybersecurity's status quo. It's simple: we can't accomplish our mission without diverse teams innovating, together.
We are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need, please contact us at accommodations@paloaltonetworks.com.
Palo Alto Networks is an equal opportunity employer. We celebrate diversity in our workplace, and all qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or other legally protected characteristics.
All your information will be kept confidential according to EEO guidelines.
The compensation offered for this position will depend on qualifications, experience, and work location. For candidates who receive an offer at the posted level, the starting base salary (for non-sales roles) or base salary + commission target (for sales/commissioned roles) is expected to be between $150,700/yr to $243,750/yr. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here.
Is role eligible for Immigration Sponsorship?: No. Please note that we will not sponsor applicants for work visas for this position.
Palo Alto Networks Inc.