Principal Technical Support Engineer - TAC Enablement & Automation
Principal Technical Support Engineer - TAC Enablement & Automation
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Job Description
Your Career
As the Principal Technical Support Engineer Enablement and Automation you will be a key technical leader and driving force within Global Customer Support (GCS) partnering with the Technical Assistance Center (TAC) and Engineering to revolutionize our support capabilities. This high-impact role demands a strategic thinker with deep technical expertise and a passion for empowering others. You will act as a bridge between business needs and technical execution translating strategic objectives into tangible improvements in TAC efficiency scalability and effectiveness. This role requires a global perspective and the ability to collaborate effectively with teams across different regions and time zones.
Your Impact
Drive TAC Transformation: Spearhead initiatives to improve TAC efficiency scalability and alignment with Engineering focusing on faster resolution times and proactive problem elimination. This includes driving AI led workflow improvements automation efforts streamlining processes and optimizing workflows.
Lead Enablement and Training: Develop and deliver cutting-edge training programs and enablement content for TAC engineers globally accelerating ramp time and ensuring consistent high-quality support delivery.
Champion Serviceability and Scalability: Influence product development by advocating for improved serviceability and scalability in new and existing products. Collaborate closely with Product Management and Engineering to incorporate support requirements into the product lifecycle.
Reduce Time to Resolution: Analyze root causes of recurring issues and collaborate with Engineering to implement permanent fixes minimizing customer impact and improving product quality.
Be the Voice of TAC: Represent TACs needs and challenges to leadership and cross-functional teams driving improvements and ensuring that support is a key consideration in all organizational decisions.
Key Performance Indicators (KPIs): Your success will be measured against key performance indicators aligned with business goals and objectives including TAC team enablement and efficacy automation success rates reduction in time to resolution and improvements in customer satisfaction.
Qualifications :
Your Experience
12 years of experience in technical support engineering or a related field within the networking/security industry.
Proven track record of leading and implementing successful technical projects preferably in a global capacity.
Experience developing and implementing Technical Support Strategy Mentoring Sr Technical Staff and leading cross functional Strategic Initiatives
Deep understanding of TCP/IP routing protocols (BGP OSPF) and complex LAN/WAN architectures including branch and data center environments.
Expertise in network security concepts and technologies including firewalls VPNs (IPSEC SSL) PKI and intrusion prevention systems.
Experience with Palo Alto Networks products is highly desired.
Strong experience in developing and delivering technical training and enablement content.
Demonstrated ability to influence product development by collaborating with Product Management and Engineering teams on serviceability and scalability requirements
Experience with data analysis and reporting related to operational metrics and KPIs (e.g. time to resolution automation success rates CSAT) in a support environment.
Proven experience in analyzing mapping and optimizing technical support workflows or business processes
Excellent communication presentation and interpersonal skills with the ability to explain complex technical concepts to both technical and non-technical audiences.
Demonstrated Experience with scripting languages for Automation.
Experience with programming languages ( C) is a plus.
Demonstrated experience applying AI/ML concepts to operational workflows or support processes.
Proven ability to work effectively in a fast-paced dynamic environment and manage multiple priorities simultaneously.
Additional Information :
The Team
Our technical support team is critical to our success and mission. As part of this team you will play a vital role in ensuring customer success by providing world-class support and driving continuous improvement within our support organization.
Our Commitment
Were problem solvers that take risks and challenge cybersecuritys status quo. Its simple: we cant 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 .
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.
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
