Staff E-TAC Engineer, Cortex

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 for Cortex-XSOAR, you will be pivotal in enhancing our support ecosystem. Your role involves continuously improving the escalation process to Engineering, enabling Technical Assistance Center (TAC) teams through training, and taking ownership of critical technical issues. You will contribute to new product development by providing supportability feedback, develop training materials and tools for TAC, and proactively identify and address potential problems to improve the overall customer experience.Key ResponsibilitiesContinuously improve support escalation processes and quality to Engineering in a large-scale, fast-paced environment.Enable TAC teams by providing ad-hoc Q&A support and delivering structured technical training throughout the year.Take ownership of critical technical issues, collaborating with TAC case owners and Engineering on replication, verification, and communication of updates.Contribute to new product development by identifying supportability and usability requirements during the design phase and post-general availability.Develop and deliver comprehensive training materials, white papers, and technical updates to keep TAC teams informed on new products and technologies.Develop and maintain internal tools to enhance visibility and troubleshooting capabilities for the TAC team.Proactively identify and resolve potential issues before they escalate, focusing on improving customer experience and reducing operational costs.