Staff Advanced Solutions E-TAC Engineer, NGFW
Staff Advanced Solutions E-TAC Engineer, NGFW
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Job Description
Your Career
The Engineering TAC (ETAC) Advanced Solutions 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. We are a relatively small global team consisting of top performers with support engineering and development backgrounds. Our roles are very hands-on and have a high impact on the company. The Advanced Solutions team role also includes building/architecting robust environments to assist with complex issue reproduction/resolution as well as large-scale cross-platform lab buildouts for feature testing software release etc
Our Team consists of Engineers who are experienced in Network Engineering NetSec QA Software Development/DevOps Cloud as well as SMEs in areas for bleeding edge tools such as Ixia/Keysight Spirent etc Teams Mission includes Application and Tools Development AI/Machine Learning R&D DB Systems Administration Release Management and Data Analytics. You will network and collaborate with key stakeholders within Global Support Engineering QA PM Sales and more leveraging your capability of detailing difficult technical issues to both non-technical and technical professionals.
Your Impact
- 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
- Work with TAC to provide expert-level technical support of customer issues that involve very complex network topologies architectures and security designs
- Lead technical discussions with cross-functional teams fostering an environment of transparency that ultimately leads to better products. Develop advanced troubleshooting focused tools and scripts to help solve complex customer issues and improve product supportability
- Help drive and enable ML/AI related projects
- Own critical and executive level issues partnering primarily with Customer Support and Engineering to provide expertise in identifying and resolving customer issues which entails working with the TAC case owner and Engineering on a replication or verification and communicating updates
- Lead in Identifying problems and taking actions to fix them across support and product life cycles
- Develop and deliver expert level training materials for TAC support Engineering and Professional Services teams
- Ownership of Release Management:
Assist with managing the end-to-end release process including coordinating with various teams to gather release requirements and dependencies.
Responsible for scheduling planning and controlling the software delivery process for on-prem and cloud products (CSP/Adminsite/AWS/Azure/OCI/GCP)
- Coordinate with IT/Dev/QA to assure IT requirements are met for a seamless release process
- SW release after completing testing/deployment stage
- Define strategic usage of release management tools (Autoex/Jenkins/Automation Staging Scripts)
- Collaborate on product development with cross-functional teams including Engineering/QA/PM
- Triage Production issues impacting customer deliverables on Palo Alto Networks Support Portal
Qualifications :
Your Experience
- Minimum of 9 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 Multicast) branch and DataCenter Architectures
- Expertise with Remote Access VPN solutions IPSEC PKI & SSL
- Expertise with Cloud services and Infrastructure a plus
- Familiarity with C Python or at least one scripting language - While this is not a role to be a developer one should have some experience in automating moderately complex tasks
- Experience with Palo Alto Networks products is highly desired
- Understand how data packets get processed - Devices shouldnt be a black box one should have an understanding of packet processing at various stages and how that can result in different symptoms/outcomes
- Excellent communication skills with the ability to deliver highly technical informative presentations - While you will not be involved with taking call from a queue there may be cases where your expertise is called upon to speak with customers from time to time along with Support members Developers Sales Engineers and the rest of your team
- Proficiency in creating technical documentation using applications such as Powerpoint/Google Slides or knowledge-base/intranet platforms such as Lumapps Jive or Confluence
- Familiar with automation with Jenkins Terraform etc
- Understanding of Linux operating systems. Able to operate headless Linux systems and Shell scripting
- Basic knowledge of deploying and configuring web servers i.e Nginx Apache IIS.
- Understanding of load balancing technologies and HTTP forwarding with Nginx HaProxy and load balancers provided by AWS Azure and Google Cloud
- Familiarity with virtualization technologies including VMware KVM OpenStack AWS Google Cloud and Azure
- Familiarity with Docker. Able to create manage and deploy docker images on Docker server. Manage running containers. Create docker-compose YAML files
- Familiar with front-end technologies including JavaScript React HTML and CSS for building responsive user-friendly interfaces
- Experienced in back-end development using frameworks such as Python and Flask
- Brings a creative and hands-on approach to testing and enhancing small applications participating in all aspects of the testing lifecyclefrom functional and performance testing to idea generation and continuous monitoringwith a focus on improvement and efficacy to ensure optimal quality and user satisfaction
- Willing to work flexible times including occasional weekends and evenings
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 doesnt stop once they sign it evolves. As threats and technology change we stay in step to accomplish our mission.
Youll 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 youll 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.
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.
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
