Staff E-TAC Engineer

Our Mission

At Palo Alto Networks®, we're united by a shared mission-to protect our digital way of life. We thrive at the intersection of innovation and impact, solving real-world problems with cutting-edge technology and bold thinking. Here, everyone has a voice, and every idea counts. If you're ready to do the most meaningful work of your career alongside people who are just as passionate as you are, you're in the right place.

Who We Are

In order to be the cybersecurity partner of choice, we must trailblaze the path and shape the future of our industry. This is something our employees work at each day and is defined by our values: Disruption, Collaboration, Execution, Integrity, and Inclusion. We weave AI into the fabric of everything we do and use it to augment the impact every individual can have. If you are passionate about solving real-world problems and ideating beside the best and the brightest, we invite you to join us!

We believe collaboration thrives in person. That's why most of our teams work from the office full time, with flexibility when it's needed. This model supports real-time problem-solving, stronger relationships, and the kind of precision that drives great outcomes.

Job Summary

Job SummaryAs a Staff Support Enablement and Escalations Engineer, you will be pivotal in continuously improving support escalations to Engineering in a large-scale, fast-paced environment. Your role involves enabling the Technical Assistance Center (TAC) teams through training and Q&A, taking ownership of critical technical issues, and acting as a key liaison between support and engineering to drive resolutions. You will also contribute to new product development by identifying supportability requirements and developing tools to enhance troubleshooting capabilities, ultimately improving customer experience and security.Key ResponsibilitiesDrive continuous improvement in the support escalation process to Engineering, focusing on enhancing both process efficiency and the quality of escalations.Enable Technical Assistance Center (TAC) teams by providing ad hoc Q&A and delivering structured technical training throughout the year.Take ownership of the technical drivers for critical customer issues, collaborating with the TAC case owner and Engineering on replication, verification, and communication of updates.Influence new product development by identifying supportability and usability requirements during the design phase and post-GA, drawing on insights from technical support.Develop and deliver comprehensive training materials, white papers, and technical overview sessions to keep the TAC team updated on new products and industry technologies.Create and implement new tools for the TAC to improve visibility, streamline troubleshooting processes, and enhance diagnostic capabilities.Proactively identify and address potential problems before they escalate, initiating projects that result in improved customer experience, cost reduction, or enhanced security.