Support Enablement and Escalations Engineer

1 week ago

Tel Aviv, Tel Aviv, Israel Palo Alto Networks Full time ₪90,000 - ₪120,000 per year

Your Career

The team is an exciting crossroads between Support/TAC (Technical Assistance Center) and Engineering. The team is empowered to drive decisions and to be the thought leaders within the Global Customer Services organization at Palo Alto Networks. On any given day members of the team may work with new products and software very early in the new product lifecycle, provide training, assist a support engineer with a customer issue, replicate a complex issue in our lab or help improve features for supportability and usability. We are a relatively small global team and will only consider the top people from a support or engineering background. You are a good candidate if you are excellent at working with many cross-functional teams such as developers, product management, sales and also customers. In particular, you will be engaging with the Prisma Access Browser product –the industry's only SASE-native secure browser.

Your Impact

  • Learning the product by handling cases escalated from the support teams, before they reach Engineering. Creating and developing enablement materials for Support - troubleshooting docs and processes.
  • Identifying widespread issues, sending guidelines and communicating updates
  • Identify supportability and usability requirements for new releases during the design phase as well as post GA via enhancement requests
  • Develop and deliver training materials for TAC. Training is a key component of the day-to-day success of support. An Enablement engineer is responsible for staying up to date with technical details on Palo Alto Networks new products and industry in general and sharing those details with TAC via white papers, BBLs, or TOIs
  • Develop tools for TAC – For better visibility and troubleshooting
  • Monitor and identify case trends. Sometimes there are opportunities to "catch" a problem before it escalates. Our team is positioned to identify or help in these unplanned projects that result in a better customer experience, cost reduction or better security

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