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
- Enable TAC support teams by providing deeper technical expertise and guidance for NetSec platforms (NGFW, Cloud NGFW, SASE) – This includes not only structured training throughout the year but also ad hoc sessions and Q&A in-person and remotely.
- Work directly with Engineering on cutting-edge new product development – With your combined technical expertise in our state-of-the-art cybersecurity platform, and knowledge and skills learned from prior technical support experience, as an ETAC engineer one of your primary responsibilities is to define supportability and usability requirements for new products during the design phase as well as post GA via enhancement requests.
- Develop and deliver expert-level training materials for TAC support and Engineering teams – 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.
- Lead in identifying problems and taking actions to fix them across support and product life cycles – 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.
- Help drive and enable ML/AI related projects.