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 a Staff Support Enablement and Escalations Engineer, you will be pivotal in continuously improving support escalations to Engineering in a large-scale, fast-paced environment. Your role involves enabling the Technical Assistance Center (TAC) teams through training and Q&A, taking ownership of critical technical issues, and acting as a key liaison between support and engineering to drive resolutions. You will also contribute to new product development by identifying supportability requirements and developing tools to enhance troubleshooting capabilities, ultimately improving customer experience and security.

Key Responsibilities Drive continuous improvement in the support escalation process to Engineering, focusing on enhancing both process efficiency and the quality of escalations.

Enable Technical Assistance Center (TAC) teams by providing ad hoc Q&A and delivering structured technical training throughout the year.

Take ownership of the technical drivers for critical customer issues, collaborating with the TAC case owner and Engineering on replication, verification, and communication of updates.

Influence new product development by identifying supportability and usability requirements during the design phase and post-GA, drawing on insights from technical support.

Develop and deliver comprehensive training materials, white papers, and technical overview sessions to keep the TAC team updated on new products and industry technologies.

Create and implement new tools for the TAC to improve visibility, streamline troubleshooting processes, and enhance diagnostic capabilities.

Proactively identify and address potential problems before they escalate, initiating projects that result in improved customer experience, cost reduction, or enhanced security.

Qualifications:

Required Qualifications7+ years in technical support roles, working directly with large global customers and internal teams (DevOps, Engineering, QA, Product Management).Experience with public cloud provider technologies and services (e.g., AWS, Azure, GCP).Strong scripting skills in languages such as Python, PowerShell, or JavaScript.

Proficiency in both Linux and Windows operating systems administration and troubleshooting.

Hands-on experience with Kubernetes implementation and troubleshooting.

Demonstrated experience in training internal technical teams.

Excellent written and verbal communication skills, with a strong ability to present complex technical information.

Preferred Qualifications Previous experience in a dedicated Enablement Engineer or Escalations Engineer role.

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.