Escalation Software Engineer (Prisma Cloud)

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.

Who We Are

We take our mission of protecting the digital way of life seriously. We are relentless in protecting our customers and we believe that the unique ideas of every member of our team contributes to our collective success. Our values were crowdsourced by employees and are brought to life through each of us everyday - from disruptive innovation and collaboration, to execution. From showing up for each other with integrity to creating an environment where we all feel included.

As a member of our team, you will be shaping the future of cybersecurity. We work fast, value ongoing learning, and we respect each employee as a unique individual. Knowing we all have different needs, our development and personal wellbeing programs are designed to give you choice in how you are supported. This includes our FLEXBenefits wellbeing spending account with over 1,000 eligible items selected by employees, our mental and financial health resources, and our personalized learning opportunities - just to name a few!

Job Description

Your Career

We are looking for a top-tier, Software Engineer who will join an elite team that focuses on Customer Engineering. The CE Team ensures customer success within engineering by troubleshooting, debugging, providing fixes, and building solutions to the most complex customer issues escalated by Palo Alto Networks Customer Support by earning trust of the internal engineering, support and customers.  

Potential candidates must have the skills and know-how necessary to master any new technology and become productive in a short time frame. The common thread running through all tasks is that we work with cutting-edge technologies bound to become the next standards in the security industry.

Your Impact

• Troubleshoot, debug, analyze logs, profile code & provide bug fixes
• Work closely with Scrums teams to propose code fixes and architectural design changes
• Innovate and employ tools & automation to improve customer engineering productivity
• Understand customer use cases, work with support and escalation teams closely to be an effective liaison between the core engineering and support
• Take complete ownership and follow-up on escalations
• Provide summary on status of various cases that are escalated to engineering
• Collaborate within Customer engineering across Geos
• Collaborate cross-functionally to solve hard technical problems
• Be a liaison with Customer Success teams to represent engineering on customer calls
• Participate in after-hours meetings for critical customer escalations

Qualifications

Your Experience 

• You’re a hands-on engineer who utilizes top-notch troubleshooting techniques , uses all the tools and systems available within R&D organization & digs deeper into code to debug customer issues
• You have a minimum of 5 years of experience working as an escalations engineer/L4  with proven coding hands on experience and minimum 1 year of experience in the customer facing role
• Minimum 5 years of experience working in the programming languages like Go, C++ or Java - Go language is preferred
• Experience with cloud platforms (e.g. AWS, GCP, Azure)
• Good knowledge of cloud security architecture, web application security, and security engineering
• Experience working with the cloud native technologies Docker, Kubernetes, and familiar to the microservices architectures, CI/CD pipelines (Jenkins, Gitlab, Ansible)
• Ability to multitask and prioritize multiple issues
• Excellent written and verbal communication skills
• BS/MS in Computer Science/Engineering, or equivalent experience or equivalent military experience

Additional Information

The Team

Our engineering team is at the core of our products – connected directly to the mission of preventing cyberattacks. We are constantly innovating – challenging the way we, and the industry, think about cybersecurity. Our engineers don’t shy away from building products to solve problems no one has pursued before.

We 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 Commitment

We’re problem solvers that 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.