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.

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 the 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.

We’re changing the nature of work. Palo Alto Networks is evolving 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.

Your Career

We are seeking engineers that are excited to be part of this fast-moving and innovative team, and who desire to be on the cutting edge of cybersecurity technology. In this role within the Product Support team in Global Customer Support (GCS), you’ll be responsible for driving technical enablement through product supportability and usability on the Strata platform. As the Senior Supportability Engineer, you’ll work closely with the Engineering, QA, Product Management, and GCS teams to integrate a supportability approach into the product lifecycle (PLC). You will be the GCS technical voice of Support and the Customer in other teams within the company. This role requires the technical acumen to evangelize the positive impact of supportability and usability on products, gain an understanding of support issues to drive change, and identify debug efficiency opportunities through tools and product built-in diagnostics capabilities.

Your Career

We are seeking engineers that are excited to be part of this fast-moving and innovative team, and who desire to be on the cutting edge of cybersecurity technology. In this role within the Product Support team in Global Customer Support (GCS), you’ll be responsible for driving technical enablement through product supportability and usability on the Strata platform. As the Senior Supportability Engineer, you’ll work closely with the Engineering, QA, Product Management, and GCS teams to integrate a supportability approach into the product lifecycle (PLC). You will be the GCS technical voice of Support and the Customer in other teams within the company. This role requires the technical acumen to evangelize the positive impact of supportability and usability on products, gain an understanding of support issues to drive change, and identify debug efficiency opportunities through tools and product built-in diagnostics capabilities.

Your Impact

• As GCS technical lead, integrate into PLC with Product Management and Engineering teams to provide supportability and debugging requirements for all new features and enhancements to the Strata platform
• Lead technical aspects in the development of base level GCS Supportability and Usability strategy
• Identify opportunities and create prototype tools for support efficiencies with built-in tools, diagnostics, telemetry
• Drive resolution of key supportability issues with Engineering and Product Management
• Drive process and product improvements based on outputs from lessons learned
• Define knowledge requirements for product features and function, and collaborate with the Technical Enablement team to create training plans, technical documentation, and other job aids for the GCS organization
• Lead others to solve complex problems, and identify innovative solutions using an analytical methodology

Your Experience

• B.S./M.S. degree in Computer Science or Engineering or equivalent military experience required
• Minimum 7-10 years experience working in a Technical Support, QE/QA, or Supportability / Serviceability Engineering related role
• Strong experience working with CI/CD and Agile software development methodologies
• Strong background in technical support and project management
• Knowledge of networking, firewalling, SD-WAN, and cybersecurity concepts
• Previous experience with the Strata platform is highly desirable
• Strong written and verbal communication skills
• Proficiency in creating technical documentation, network diagrams, and technical project requirements

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.

The compensation offered for this position will depend on qualifications, experience, and work location. For candidates who receive an offer, the starting salary (includes on-target earnings = base + on target incentives for sales roles) is expected to be between $147,600/yr - $217,000/yr. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here.

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.