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Our Mission
At Palo Alto Networks® everything starts and ends with our mission:
Being the cybersecurity partner of choice, protecting our digital way of life.
Our vision is a world where each day is safer and more secure than the one before. 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.
FLEXWORK is an employee-centric reimagining of how we work. We built FLEXWORK based on employee feedback – it is about flexibility, trust, and choice whenever possible. It’s been a journey of disruption that has yielded the best of our values. We offer as much flexibility as possible, and choices that enable you to be most productive, including benefits that meet your needs and learning opportunities that you feel passionate about.
Our Approach to Work
At Palo Alto Networks, we believe in the power of collaboration and value in-person interactions. This is why our employees generally work from the office three days per week, leaving two days for choice and flexibility to work where you feel most effective. This setup fosters casual conversations, problem-solving, and trusted relationships. While details may evolve, our goal is to create an environment where innovation thrives, with office-based teams coming together three days a week to collaborate and thrive, together!
Our team is looking for a high-performance, client-facing escalation engineer (Prisma Access) with a problem-solving mindset. As an Escalation Engineer, you will be working together with the PS Consultants, Sales and engineering to solve blocking issues with high visibility and impact, enabling that client to realise the full potential of our solutions. This role will allow you to apply your passion for technology, and problem-solving and consult with clients on creating and executing business strategy. Experience: Typically 7-10 years of Information security domain experience with excellent product knowledge & escalation management, should have worked with enterprise customers across different regions and flexible to work in a 24x7 delivery model.
Your Impact
- Establish yourself as a trusted advisor and partner.
- Drive enablement within the team to enhance capability & self-sufficiency
- Head problem resolutions requiring analysis, troubleshooting and escalation to product development.
- Respond to and analyse complex inquiries of a technical nature and create readable and well-documented code to prevent, detect and resolve issues.
- Direct customers through issue resolution including customer meetings, status reports and updates.
- Identify, propose and enforce escalation process improvements.
- Provide contributions to the central escalation knowledge base.
- Identify tools gaps (if any), enhance needs and propose solutions.
- Lead conversations about industry trends and emerging changes to the security landscape that every customer needs to be aware of.
- Ability to discuss, with credibility, competitive offers in the marketplace and effectively differentiate against them.
- Act as the customer's advocate for any issues that require assistance and follow up with the customer until the issue is resolved.
- Provide high-level guidance on design consultation and standard methodology mentorship for rollout, implementation, and policy conversion.
- Ensure customers are maximizing their return on investment by rapidly implementing and operationalizing Palo Alto Networks solutions to achieve their business and security objectives.
- Collaborate with customers on how to establish and manage their Cloud Security Change Management / Governance / Center of Excellence program.
- Be a Go-To expert on Palo Alto Networks security solutions
- Provide after-hours and weekends ( 24/7 service model ) as needed to deliver solutions to the customers.
- Escalation management and critical customer handling
- Ability to lead a team on internal and customer projects
- Excellent written and verbal communication skills
- Leadership skills, being able to generate enthusiasm and commitment
- Ability to work within small creative teams as well as cross-functional team
- Scope management
- Experience in prioritizing & time management
- Product knowledge (Prisma Access) and Industry Experience
- Good / Deep understanding of the PANW Prisma Access solution
- Advanced understanding of internetworking, LAN, and WAN technologies.
- Experience with network, security solutions, and technologies leading security solutions in large environments.
- Expertise with Remote Access VPN solutions, IPSEC, PKI & SSL, TCP/IP, and Authentication Protocols (LDAP, RADIUS etc.)
- Experience with troubleshooting skills related to networking, routing, IP, NAT, IPSEC VPNs and knowledge of how these interact with applications and users.
- Ability to independently debug broad, complex, and unique networks with mixed media and protocols required.
- Experience with installation, configuration and operation of Palo Alto Networks products.
- Experience working with a multi-factor authentication security system.
- Experience in Endpoint security is a plus.
- Experience in Cloud technologies (AWS, Azure primarily, VMware NSX etc.)
- Experience with third-party vendors like Cisco, Checkpoint, Juniper & Fortinet is a plus.
The Team
Our Professional Services team is critical to our success and mission. As part of this team, you enable customer success by providing support to clients post-sale. Our dedication to our customers doesn’t stop once they sign – it evolves.
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, and will fix integrations and critical issues as they are raised. But you won’t wait for them to be raised, you’ll seek them out, too. We fix and identify technical problems, with a pointed focus of providing the best customer support in the industry.
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.
Covid-19 Vaccination Information for Palo Alto Networks Jobs
- Vaccine requirements and disclosure obligations vary by country.
- Unless applicable law requires otherwise, you must be vaccinated for COVID or qualify for a reasonable accommodation if:
- The job requires accessing a company worksite
- The job requires in-person customer contact and the customer has implemented such requirements
- You choose to access a Palo Alto Networks worksite
- If you have questions about the vaccine requirements of this particular position based on your location or job requirements, please inquire with the recruiter.
