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 Summary As the Staff E-TAC Engineer for SASE, you will be at the cutting edge of cybersecurity, responsible for driving product supportability and usability for the Prisma Access platform. You will serve as the technical voice of Global Customer Support (GCS), working closely with Engineering, QA, and Product Management to integrate a supportability-first approach into the product lifecycle. This role requires the technical acumen to build advanced tooling, evangelize the impact of supportability, and analyze support issues to drive meaningful product improvements.

Key Responsibilities Lead technical discussions with cross-functional teams to drive product improvements and foster an environment of collaboration and transparency.

Develop advanced, troubleshooting-focused tools and scripts in Python/Flask to resolve complex customer issues and enhance product supportability.

Own and manage critical, executive-level customer issues by partnering with Customer Support and Engineering to identify and resolve root causes.

Serve as the GCS Supportability lead, integrating into the product lifecycle to provide debugging and observability requirements for all new Prisma Access features.

Identify opportunities and create prototype tools to improve support efficiency through built-in diagnostics, telemetry, and AI/ML applications.

Develop and deliver expert-level training materials for TAC, Engineering, and Professional Services on new features and advanced troubleshooting techniques.

Drive process and product improvements by analyzing lessons learned from complex support cases and identifying innovative solutions.

Define knowledge requirements for product features and collaborate with the Technical Enablement team to create training plans and technical documentation.

Qualifications:

Required QualificationsB.S. or M.S. degree in Computer Science, Engineering, or a related field.8+ years of experience in a Technical Support, SRE/DevOps, Consulting, or Supportability Engineering role.

Strong experience with CI/CD pipelines and Agile software development methodologies.

Proficient in back-end development using frameworks such as Python and Flask.

Strong knowledge of networking, firewalling, SD-WAN, and cybersecurity concepts.

Familiarity with virtualization technologies (VMware, KVM) and public cloud platforms (AWS, Azure, Google Cloud).Preferred Qualifications Previous experience with the Palo Alto Networks Prisma Access platform.

Experience creating or writing requirements for automation and supportability tooling.

Familiarity with containerization technologies such as Docker.

Understanding of load balancing technologies (Nginx, Ha Proxy) and front-end technologies (JavaScript, React).

Our Commitment

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.

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 accommodations@paloaltonetworks.com.

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.

Is role eligible for Immigration Sponsorship? No. Please note that we will not sponsor applicants for work visas for this position.