Support Enablement and Escalations Engineer (Cortex Platform)

Our Mission At Palo Alto Networks®, we’re united by a shared mission—to protect our digital way of life. We thrive at the intersection of innovation and impact, solving real-world problems with cutting-edge technology and bold thinking. Here, everyone has a voice, and every idea counts. If you’re ready to do the most meaningful work of your career alongside people who are just as passionate as you are, you’re in the right place. Who We Are In order to be the cybersecurity partner of choice, we must trailblaze the path and shape the future of our industry. This is something our employees work at each day and is defined by our values: Disruption, Collaboration, Execution, Integrity, and Inclusion. We weave AI into the fabric of everything we do and use it to augment the impact every individual can have. If you are passionate about solving real-world problems and ideating beside the best and the brightest, we invite you to join us! We believe collaboration thrives in person. That’s why most of our teams work from the office full time, with flexibility when it’s needed. This model supports real-time problem-solving, stronger relationships, and the kind of precision that drives great outcomes. Job Summary The Team Technical Support - Our technical support team is critical to our success and mission. As part of this team, you enable customer success by providing support to clients after they have purchased our products. Our dedication to our customers doesn’t stop once they sign – it evolves. As threats and technology change, we stay in step to accomplish our mission. You’ll be involved in implementing new products, transitioning from old products to new, and will fix integrations and critical issues as they are raised – in fact, you’ll seek them out to ensure our clients are safely supported. We fix and identify technical problems, with a pointed focus of providing the best customer support in the industry. Your Career As a Support Enablement and Escalations Engineer on the Cortex Platform team, you will be at the crossroads of Support and Engineering, driving decisions as a thought leader within Global Customer Services. You will work with new products early in their lifecycle, provide training, resolve complex customer issues, and improve product supportability for our industry-leading Cortex products. This role requires excellent cross-functional collaboration with developers, product management, and customers. We seek top-tier candidates from support or engineering backgrounds for our small, impactful global team. Your Impact Enable TAC teams by assisting with ad hoc Q&A and providing structured training throughout the year. Own critical technical issues by identifying widespread problems, creating guidelines, and communicating updates to relevant teams. Impact new product development by defining supportability and usability requirements during design and post-release enhancement phases. Develop and deliver technical training materials for TAC, such as white papers and presentations, on new products. Develop internal tools for the TAC team to improve visibility and streamline troubleshooting processes. Analyze support cases, trends, and escalations to identify and address knowledge gaps, supportability issues, and tooling needs. Proactively identify and execute on unplanned projects that improve customer experience, reduce costs, or bolster security. Qualifications Your Experience 7+ years in support roles, working directly with large global customers and internal teams (DevOps, Engineering, QA, Product managers). Excellent written and verbal communication skills. Basic networking knowledge with the ability to troubleshoot TCP/IP issues with mixed applications and protocols. Experience with Windows/Linux OS based applications, including installation, troubleshooting, and debugging. Experience training internal technical teams. Experience with Cloud Security software. Preferred Qualifications Experience as an Enablement Engineer or an Escalations Engineer. The ability to read source code (C/C++/Python). Scripting skills (JS/Python/Powershell). Experience working with AI. Experience running reports in SFDC, Jira, or Tableau to identify trends. 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. 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. Is role eligible for Immigration Sponsorship? No. Please note that we will not sponsor applicants for work visas for this position.