Cloud Escalation Engineer - Madrid, España - Palo Alto Networks

Palo Alto Networks

Empresa verificada

Madrid, España

hace 2 semanas

Publicado por:

Isabel García

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Descripción

Company Description

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.

Job Description:

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.

We expect office-based employees to be in the office four days per week, with one day working from where they choose.

We believe being together facilitates casual conversations and those magic moments where we can work on issues and ideas informally.

These moments build capability and deepen trusted relationships and allow our people to feel safe in taking risks and being disruptive.

Like so many companies, we are working through the details and things could change.

but in general if a role is deemed office-based we want our teams to be together four days per week.

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 (postmortem) 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

Qualifications:

Your Experience

Strong Networking background i.e. hands on experience with routing protocols like BGP, security protocols like IPSec and TLS
Experience with AWS/GCP services highly desirable
Working knowledge and understanding of databases like SQL, MongoDB, Redis
Familiarity with troubleshooting issues on common Linux Distros
Experience in engineering troubleshooting roles in fields like Support, QA, Dev and SRE for an Enterprisesized product delivery
Knowledge/Understanding in scripting and automation to deliver SREtype tools
Familiarity with REST APIs and OpenSource technologies
Familiarity with tools like Grafana/ElasticSearch/Kibana highly desirable

Highly organized

With many people doing many things in a fastpaced company, strong organizational skills both for yourself and for the team is needed for success
Good communicator (written and verbal)

Additional Information

The Team

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 fac