Senior Staff Escalation Engineer - Bengaluru, India - Palo Alto Networks

Description

Your Career

This is a highly visible, senior-level position on a small but growing team that will benefit from out of box thinking and technical insight. The ideal Sr. Staff Escalation Engineer has a mix and background of customer management and broad and deep technical skills related to telecommunication equipment and Internet traffic. A background in troubleshooting or designing modern networks, a good understanding of the behaviors of Internet applications and protocols and a strong command of English are the starting points to being successful in this role.

Your Impact

• This Engineering Escalation role is positioned to intercept and assist or drive technical escalations that come to the executive level in engineering
• Escalations of this type are extremely critical and are driven by the account teams in the field
• Talk with executive levels at customers, delivering among other things, discussion about the situation, explaining the root cause or progress toward it, providing status internally and addressing technical questions during customer interactions
• Help collaborate with engineering to drive product serviceability and quality improvements

Your Experience

• BE or equivalent technical graduation is mandatory or equivalent military experience required
• 6+ years of relevant experience in support service, technical support or similar troubleshooting-related role
• Technical lead in area of expertise related to cyberspace equipment vendor or network security organization

Required Technical skills

• Configuring and troubleshooting Networking issues and expert level knowledge in routing protocols
• L1-L7 (ISO model) troubleshooting skills
• Broad understanding of and ability to analyze and troubleshoot Internet applications and protocols
• Troubleshooting VPNs (IPSec and SSL tunnels)
• Expert level knowledge in PCAP analysis (via Wireshark and other tools)
• Drive & assist with lab reproduction of critical issues in internal labs
• C, C++ and python programming languages(Good to have)

Additional information

• Able to explain complex technical issues to non-technical people
• Able to have open discussions on network design, network security and related technical topics
• Customer facing and able to represent engineering in customer meetings

Helpful certifications

• Advanced certification for network equipment vendors (e.g. JNCIE, JNCP, CCIE, CCNA, CCNP, CCA etc)
• Cloud deployment for AWS, GCP, Azure or KVM based solutions)

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 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

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.

Covid-19 Vaccination Information for Palo Alto Networks Jobs

• Vaccine requirements and disclosure obligations vary by country.
• Unless applicable law requires otherwise, you must be vaccinated for COVID or qualify for a reasonable accommodation if:
  • The job requires accessing a company worksite
  • The job requires in-person customer contact and the customer has implemented such requirements
  • You choose to access a Palo Alto Networks worksite
• If you have questions about the vaccine requirements of this particular position based on your location or job requirements, please inquire with the recruiter.