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Palo Alto Networks Cloud Escalation Engineer - Prisma Access in Gdańsk, Poland

At 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.

Disruption is at the core of our technology and on our way of work to meet the needs of our employees now and in the future through FLEXWORK, our approach to how we work. We’re changing the nature of work from benefits to learning, location to leadership, we’ve rethought and recreated every aspect of the employee experience at Palo Alto Networks. And because it FLEXes around each individual employee based on their individual choices, employees are empowered to push boundaries and help us all evolve, together.

Your Career

Palo Alto Networks SASE Products are the latest in our security platform that bring the power and scale of our products to our customers, and industry. It’s a groundbreaking change in the way the industry views cybersecurity as it relates to our cloud environments, one that is necessary in our mission to protect our way of life in the digital age. This team utilizes the experience of senior network and security engineers to build the environments where our customers and employees thrive. In this Cloud Escalation Engineer - Prisma Access role, you will act as a liaison between our Development Operations teams, as well as our support teams to assist in escalations. While this role is similar to a Site Reliability Engineer (SRE), you will provide more opportunities to tackle critical end user experience concerns, while improving reliability and serviceability of the product, without revenue creation distractions. We are approaching customer service in an entirely new fashion, and we are looking for talented, motivated, dedicated individuals to help us define what the future of customer support should be.

Your Impact

  • Manage critical field escalations

  • Develop tools for TAC – For better visibility, troubleshooting and to reduce load on Engineering/DevOps

  • Utilize tracking of issue resolution (post-mortem) and work with this data to provide feedback for product improvement (supportability)

  • Proactive Monitoring - sometimes there are opportunities to “catch” a problem before it is escalated. This team is positioned to identify or help in these unplanned projects that result in a better customer experience, or a cost reduction or better security

  • Enablement of the TAC teams through structured training.

Your Experience

Development mindset experience delivering Enterprise Software Services

  • Strong Networking background

  • Experience in engineering troubleshooting roles in fields like Support, QA, Dev, SRE and IT for an Enterprise-sized product delivery

  • Working in an Enterprise Environment developing SaaS/Applications

  • Knowledge/Understanding in scripting and automation to deliver SRE-type tools

  • Familiarity with REST APIs and latest OpenSource technologies

  • Familiarity with troubleshooting issues on common Linux Distros

  • Experience with cloud services like AWS or GCP

  • Working knowledge and understanding of databases like SQL, MongoDB, Redis.

  • Experience with AWS/GCP services highly desirable

  • Experience with tools like Grafana/ElasticSearch/Kibana highly desirable

  • Highly organized. With many people doing many things in a fast-paced company, strong organizational skills both for yourself and for the team is needed for success

  • Good communicator (written and verbal)

To stay ahead of the curve, it's critical to know where the curve is, and how to anticipate the changes we're facing. For the fastest growing cybersecurity company, the curve is the evolution of cyberattacks, and the products and services that dedicatedly address them. Our engineering team is at the core of our products – connected directly to the mission of preventing cyberattacks. They are constantly innovating – challenging the way we, and the industry, think about cybersecurity. These engineers aren't shy about building products to solve problems no one has pursued before. They define the industry, instead of waiting for directions. We need individuals who feel comfortable in ambiguity, excited by the prospect of a challenge, and empowered by the unknown risks facing our everyday lives that are only enabled by a secure digital environment.

Our engineering team is provided with an unrivaled chance to create the products and practices that will support our company growth over the next decade, defining the cybersecurity industry as we know it. If you see the potential of how incredible people products can transform a business, this is the team for you. If you don't wait for directions, instead, identifying new features and opportunities we must just get better, this is your new career.

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.

Palo Alto Networks is evolving and changing the nature of work to meet the needs of our employees now and in the future through FLEXWORK, our approach to how we work. From benefits to learning, location to leadership, we’ve rethought and recreated every aspect of the employee experience at Palo Alto Networks. And because it FLEXes around each individual employee based on their individual choices, employees are empowered to push boundaries and help us all evolve, 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.

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.

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