Engineering TAC – Replication Team

Palo Alto Networks® is the fastest-growing security company in history. We offer the chance to be part of an important mission: ending breaches and protecting our way of digital life. If you are a motivated, intelligent, creative, and hardworking individual, then this job is for you!

The ETAC team is an exciting crossroads between TAC and Engineering. On any given day members of the team may provide training, assist a support engineer with a customer issue, replicate a complex issue in our lab, evaluate customer network design or help improve features for supportability and usability. We are a small global team and will only consider the top people from a support or engineering background. You must be good at working with customers and developers and have a broad technical background in telecommunications topics.

Responsibilities:
Assist with build-outs & warm-handoffs of critical, round-the-clock replications.

Ground-up test-bed buildouts for individual customer environments/replications

Contribute to the evolution of the lab environment

Develop and deliver training material for TAC. Training is a key component of the day-to-day success of support. An ETAC engineer is responsible for staying up to date with technical details on Palo Alto Networks new products and industry in general and sharing those details with TAC via white papers, BBLs, or TOIs.

Ownership of critical issues. This doesn’t mean owning the case, the focus is on the technical driver of the case the customer calls about. This usually means working with the TAC case owner and development engineering on a replication or verification and communicating updates

Assisting with SW Acceptance Testing (PAN-OS, Content, etc.) as well as familiarity with the release processes.

Enablement of the TAC teams – assist with ad hoc Q&A but this also includes some structured training throughout the year.

Qualifications:
Minimum of seven (7) years of professional experience

Technical Support background preferred

Strong, hands-on emphasis on Network Design/Architecture

Hands-on, Cross-Product/Platform proficiency with Cisco Routers/Switches (Nexus, etc.), Checkpoint, Juniper, Arista, F5 Networks, Citrix Netscaler, SafeNet, etc.

Proficiency with various Test Platforms/Solutions, i.e. Ixia (BreakingPoint, IxLoad, IxNetwork), Spirent (Avalanche, CyberFlood, Test Center).

Familiarity/Proficiency with various Open Source Test Tools & Network Emulators, etc., i.e. Tcpreplay, Iperf, Hping, GNS3, etc…

Scripting Knowledge to simplify/automate tasks, i.e.; Python, Expect/TCL, PHP, Shell Scripting, etc…

Strong technical skills in current Telecom technology, like dynamic routing protocols, security standards and knowledge, certificates, etc.

Understand how packets go through a box. The box shouldn’t be a “black box”, you should know what is happening to a packet at various stages and how that can impact problems.

Good communication skills. You’re not being hired to answer phone calls from the queue, but you will speak with customers from time to time as well as to developers and the rest of your team.

Experience with VMware or other virtualization products &/or cloud infrastructure a plus.

Windows/AD DS Experience a plus.

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