Your Career
As a Cloud Escalation Engineer - Prisma Access, your role is pivotal in ensuring the smooth operation and improvement of Palo Alto Networks SASE products, particularly Prisma Access.
Your Impact
Here's a breakdown of what your role entails and the qualifications required:
- Escalation Management - Assume a leadership role in resolving high-priority escalations, and be the interface between Development Operations and support teams to orchestrate swift and effective resolutions
- Tool Development - Develop tools tailored specifically for the Technical Assistance Center (TAC), aimed at enhancing visibility, automating troubleshooting workflows, and alleviating the operational burden on our esteemed Engineering/DevOps cohorts
- Post-mortem Analysis - Harness the power of data-driven insights as you meticulously dissect and analyze the resolution of escalated issues, leveraging these findings to drive iterative improvements in product robustness and support workflow efficiency
- Proactive Monitoring - Anticipate and preempt potential issues through the implementation of predictive monitoring frameworks, enabling proactive interventions to mitigate risks, bolster uptime, and ensure an unparalleled level of service reliability for our valued customers
- TAC Enablement - Deliver structured training sessions to empower our TAC teams with advanced troubleshooting techniques, deep insights into product intricacies, and proficient utilization of tools, thereby enhancing their ability to swiftly and adeptly address customer inquiries and challenges
