Cloud Escalation Engineer, Prisma Access at Palo Alto Networks (Remote)
At Palo Alto Networks® everything starts and ends with our mission:
Being the cybersecurity partner of choice, protecting our digital way of life.
We have the vision of a world where each day is safer and more secure than the one before. These aren’t easy goals to accomplish – but we’re not here for easy. We’re here for better. We are a company built on the foundation of challenging and disrupting the way things are done, and we’re looking for innovators who are as committed to shaping the future of cybersecurity as we are.
Disruption is at the core of our technology and on our way of work to meet the needs of our employees now and in the future through FLEXWORK, our approach to how we work. We’re changing the nature of work from benefits to learning, location to leadership, we’ve rethought and recreated every aspect of the employee experience at Palo Alto Networks. And because it FLEXes around each individual employee based on their individual choices, employees are empowered to push boundaries and help us all evolve, together.
Palo Alto Networks SASE Products are the latest in our security platform that brings the power and scale of our products to our customers, and industry. It’s a groundbreaking change in how the industry views cybersecurity as it relates to our cloud environments, which is necessary for our mission to protect our way of life in the digital age. This team utilizes the experience of senior network and security engineers to build the environments where our customers and employees thrive. In this Cloud Escalation Engineer - Prisma Access role, you will act as a liaison between our Development Operations teams, as well as our support teams to assist in escalations. While this role is similar to a Site Reliability Engineer (SRE), you will provide more opportunities to tackle critical end user experience concerns, while improving the reliability and serviceability of the product, without revenue creation distractions. We are approaching customer service in an entirely new fashion, and we are looking for talented, motivated, dedicated individuals to help us define what the future of customer support should be.
- Manage critical field escalations
Develop tools for TAC – For better visibility, troubleshooting, and to reduce the load on Engineering/DevOps
Utilize tracking of issue resolution (post-mortem) and work with this data to provide feedback for product improvement (supportability)
Proactive Monitoring - sometimes there are opportunities to “catch” a problem before it is escalated. This team is positioned to identify or help in these unplanned projects that result in a better customer experience, a cost reduction, or better security
Enablement of the TAC teams through structured training.
- Development mindset experience delivering Enterprise Software Services
Strong Networking background
Experience in engineering troubleshooting roles in fields like Support, QA, Dev, SRE, and IT for an Enterprise-sized product delivery
Working in an Enterprise Environment developing SaaS/Applications
Knowledge/Understanding of scripting and automation to deliver SRE-type tools
Familiarity with REST APIs and the latest OpenSource technologies
Familiarity with troubleshooting issues on common Linux Distros
Experience with cloud services like AWS or GCP
Working knowledge and understanding of databases like SQL, MongoDB, Redis.
Experience with AWS/GCP services is highly desirable
Experience with tools like Grafana/ElasticSearch/Kibana highly desirable
Highly organized. With many people doing many things in a fast-paced company, strong organizational skills both for yourself and for the team is needed for success
Good communicator (written and verbal)
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 doesn’t stop once they sign – it just evolves. Our technical team provides behind-the-scenes support to meet our customer’s needs. As threats and technology evolve, we stay in step to accomplish our mission. You’ll be involved in implementing new products, transitioning from old products to new ones, and will fix integrations and critical issues as they are raised – in fact, you’ll seek them out to ensure our clients are safely supported. We fix and identify technical problems, with a pointed focus on providing the best customer support in the industry.
We’re a fast-growing, immensely successful organization because of our people and products (built and supported by our people). We work the frontlines against cyberthreats and attacks, protecting everyday transactions in the digital environment. It means we’re good at scaling quickly to new threats, getting fulfillment from resolving new problems, and thinking about things just plain different.
We’re trailblazers that dream big, take risks, and challenge cybersecurity’s status quo. It’s simple: we can’t accomplish our mission without diverse teams innovating, together.
Palo Alto Networks is evolving and changing the nature of work to meet the needs of our employees now and in the future through FLEXWORK, our approach to how we work. From benefits to learning, location to leadership, we’ve rethought and recreated every aspect of the employee experience at Palo Alto Networks. And because it FLEXes around each individual employee based on their individual choices, employees are empowered to push boundaries and help us all evolve, 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 [email protected]
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.
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