Provide Technical Support to customers, partners and Palo Alto Networks Tier 2 engineers by phone, e-mail and in person.
Work directly with ETAC, GSRT, ISR, PanAV, DevOps and Software Engineering to get customer problems resolved.
Have thorough understanding of the Software release and bug cycles.
Able to isolate root cause for product defects and Reproduce customer issues in the lab.
Work on complex issues where analysis of situations or data requires an in-depth evaluation of variable factors. Exercises judgment in selecting methods, techniques and evaluation criteria for obtaining results.
Networks with key contacts outside own area of expertise. Regularly participate in technical discussions with cross functional teams.
Publish Technical Support Bulletins, provide content technical review for Knowledge Base as well as contribute to customer facing forums and other technical documentation.
Assume technical escalation responsibility for the followingthreatrelated issues.
Wildfire verdict issues
Internet Security Research Team issues (PAN-DB, IP Block List, Suspicious DNS)
Platform related bugs
Escalations driven by case age
Sales Escalations (HOT/At-Risk/Political in nature)
Breach or Incident Response related escalations
Able to conduct multi-vendor troubleshooting.
Develop into Threat Subject Matter Expert.
Has visibility across the entire organization; leadership is recognized across the organization.
Assist in developing and documenting threat specific escalation processes.
Organize Tier 3 team meetings to discuss escalation trends, macro issues (round table / touch base).
Internal Tool Development
Perform Senior Engineer due diligence with respect to Malware or Exploit analysis.
Develop and deliver threat specific training materials to the TAC organization.
Take part in the 24x7 Follow the Sun on-call shift rotation.
Monitor Senior Threat Queue
Provide General Threat Consultation to overall Tier 2
Threat Lab Support, Development, and Replication assistance
Technical Case Audits - Identify educational opportunities
Active call assistance
Long term experience related to the position is required; typically 5-8 years of relevant experience.
Able to effectively communicate to all levels and stakeholders - internally and externally on complex technical issues.
In-depth understanding of Networking concepts and experience with multi-vendor networking devices such as routers, switches, firewalls, IPS, traffic generators etc.
Experience across multiple networksecurity and endpoint platforms is a plus.
Experience with industry best practice regarding Threat Prevention.