Technical Engineer

Company: Palo Alto Networks
Location: Santa Clara
Posted on: February 18, 2021

Job Description:

Company DescriptionAt 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. In return, your career will have a tangible impact - one that's working toward technology that affects every level of society.Job DescriptionThe Engineering TAC (ETAC) team is an exciting crossroads between Technical Assistance Center (TAC) and Engineering. The team is empowered to drive decisions and to be the thought leaders within the Global Customer Support organization at Palo Alto Networks. We work with new products and software very early in the NPI process, develop and deliver training, assist support engineers with challenging customer issues, replicate complex issues in the lab, and help to improve features for supportability and usability. Our roles are very hands-on and high impact to the company.We are a relatively small global team and will only consider the top people from a support or engineering background. You'll enjoy networking and collaborating with key contacts in Product Management, QA, and Engineering, and build a deep technical understanding of our platform and it's capabilities. You will regularly not just participate in but lead technical discussions with multi-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.We are seeking engaging trainers that are excited to be part of this fast moving and innovative team, and who desire to remain on the cutting edge of cybersecurity technologies. In this role within the Customer Assurance Training team, you'll be responsible for developing and delivering technical training for all of our new features and products in the Strata platform to our global team of Technical Support Engineers. You will work closely with Product Management and Engineering teams to create troubleshooting focused technical training during the pre-release development phase. You'll get hands on with new products before they are released to the public, have direct input into how to make the products easier to use during the development phase, and help to ensure our support engineers are enabled to succeed. You'll then continue to build on that pool of knowledge by working with Engineering TAC to publish additional troubleshooting guides based on real-world customer cases.Your Impact* Develop and deliver live training, E-Learning, and technical reference materials for the Strata platform targeted specifically for technical support engineers. (Note: some deliveries will be during CEST and SGT business hours on rotating basis)* Collaborate with Product Management and Engineering teams to provide supportability and debugging requirements for all new products and features* Create troubleshooting guides based on customer case studies* Collaborate to architect and administer shared training lab environments, and curate hands-on lab exercises that leverage them* Create self-study virtualized lab scenarios for support engineers using their standard Personal Virtual lab Environments (PVEs)* Create knowledge assessments and quizzes for training modules to validate engineer proficiency* Moderate training discussions in Slack channels. Research and provide answers to training questions submitted via chat* Shadow developers and engineers on live debug calls with customers, create guides for support engineers to capture troubleshooting methodology and steps to resolve problems* Ensure training materials are kept up to date with regards to product behavior and recommended best practices* Travel to global TAC sites to conduct in-person technical training and labs. (Post-pandemic, must have valid passport)QualificationsYour Experience* B.S./M.S. degree in Computer Science or Engineering* Minimum 5+ years experience working in a security or technical support related role* PCNSE certification required* Strong background in technical troubleshooting* Strong written and verbal communication skills, with the ability to deliver highly technical informative presentations* Proficiency in creating technical documentation and network diagrams* Strong expertise in networking and cybersecurity* Previous experience working with PAN-OS devices and the Strata platform* Previous experience delivering technical training desired* Scripting experience (Python, JavaScript, and PHP preferred)* Expertise in virtualization (ESXi, NSX, KVM, Hyper-V, AWS, Azure, GCP), 4G/5G mobile technologies, and traffic generation (Ixia, Breaking Point) desired* Fluency in Spanish, Japanese, Kannada, or Tamil a plusAdditional InformationAll your information will be kept confidential according to EEO guidelines.

Keywords: Palo Alto Networks, Santa Clara , Technical Engineer, IT / Software / Systems , Santa Clara, California