Staff ETAC Engineer Tooling Development - SASE

Your Career

We are seeking engineers that are excited to be part of this fast moving and innovative team, and who desire being on the cutting edge of cybersecurity technology. Prisma Access is a secure access service edge (SASE) that helps organizations embrace cloud and mobility by providing network and network security services from the cloud. It provides consistent security services and fast access to all types of cloud applications (including public cloud, private cloud and SaaS) delivered through a common framework.

In this role within the Product Support team in Global Customer Support (GCS), you’ll be responsible for driving product supportability and usability on the Prisma Access platform. As the Staff E-TAC - SASE Engineer, you’ll work closely with the Engineering, QA, Product Management and GCS teams to integrate a supportability approach into the product lifecycle (PLC). You will be the GCS technical voice of Support and the Customer into other teams within the company.

This role requires the technical acumen to evangelize the positive impact of supportability, build tooling to make the life of a TAC engineer easier and gain understanding of support issues to drive change, and identify debug efficiency opportunities through tools and product built in diagnostics capabilities.

Your Impact

• An ETAC engineer has the highest level of expertise amongst support teams, and is responsible for staying up to date with technical details on Palo Alto Networks new products and industry in general 

• Lead technical discussions with cross-functional teams, fostering an environment of transparency that ultimately leads to better products. Develop advanced troubleshooting focused tools and scripts to help solve complex customer issues and improve product supportability

• Help drive and enable ML/AI related projects

• Own critical and executive level issues partnering primarily with Customer Support and Engineering to provide expertise in identifying and resolving customer issues, which entails working with the TAC case owner and Engineering on a replication or verification and communicating updates

• Lead in Identifying problems and taking actions to fix them across support and product life cycles 

• Develop and deliver expert level training materials for TAC support, Engineering, and Professional Services teams

• As GCS Supportability lead, integrate into PLC with Product Management and Engineering teams to provide supportability, observability, and debugging requirements for all new features and enhancements to the Prisma Access platform, features, and new integrations.

• Identify opportunities and create prototype tools for support efficiencies with built-in tools, diagnostics, telemetry

• Drive resolution of key supportability issues with Engineering and Product Management

• Use AI to bring in more efficiencies in your role, and demonstrate the usage through prototyping and vibe-coding

• Drive process and product improvements based on outputs from lesson learned

• Define knowledge requirements for product features and function, and collaborate with Technical Enablement team to create training plans, tooling, technical documentation, and other job aids for the GCS organization

• Lead others to solve complex problems, and identify innovative solutions using an analytical methodology

Qualifications

Your Experience 

• B.S./M.S. degree in Computer Science or Engineering

• Minimum 8-10 years experience working in a Technical Support, SRE/DevOps, Consulting, or Supportability Engineering related role

• Strong experience working with CI/CD and Agile software development methodologies

• Experience creating or writing requirements for automation tooling to make troubleshooting easier

• Good knowledge of networking, firewalling, SD-WAN, and cybersecurity concepts

• Previous experience with the Prisma Access platform is highly desirable

• Good written and verbal communication skills

• Experience with executing tasks thinking about the big picture and scale

• Previous experience collaborating with highly cross-functional teams and being capable of driving actions and explain / distill complexity with ease

• Understanding of load balancing technologies and HTTP forwarding with Nginx, HaProxy, and load balancers provided by AWS, Azure, and Google Cloud.

• Familiarity with virtualization technologies including VMware, KVM, OpenStack, AWS, Google Cloud and Azure.

• Familiarity with Docker.  Able to create, manage, and deploy docker images on Docker server.  Manage running containers.  Create docker-compose YAML files.

• Familiar with front-end technologies including JavaScript, React, HTML, and CSS for building responsive, user-friendly interfaces.

• Experienced in back-end development using frameworks such as Python and Flask

• Brings a creative and hands-on approach to testing and enhancing small applications, participating in all aspects of the testing lifecycle—from functional and performance testing to idea generation and continuous monitoring—with a focus on improvement and efficacy to ensure optimal quality and user satisfaction.

• Willing to work flexible times including occasional weekends and evenings.

Additional Information

The Team

[Input by recruiter and audited by recruiting specialist]

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.

About the Company

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 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.