Palo Alto Networks · 2 days ago
Staff Enablement and Escalations Engineer , Cortex Cloud
Plano, TX
Full-time
Hybrid
Lead/Staff
$123K/yr - $199K/yr
8+ years expPalo Alto Networks is committed to being the cybersecurity partner of choice, protecting our digital way of life. The Staff Enablement and Escalations Engineer will work at the intersection of Support and Engineering, assisting with training, enabling TAC teams, and facilitating new product development to enhance customer support and experience.
Agentic AICloud SecurityCyber SecurityNetwork SecuritySecurity
Responsibilities
Enablement of the TAC teams - Assist with both ad hoc Q&A and structured training throughout the year
Ownership of critical issues. This doesn’t always mean being responsible for 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 engineering on a replication or verification, sending guidelines and communicating updates
New product development - combine the responsibility of continuing our state-of-the-art technical knowledge and skills learned from prior technical support, an Enablement engineer will identify supportability and usability requirements for new products during the design phase as well as post GA via enhancement requests
Develop and deliver training materials for TAC. Training is a key component of the day-to-day success of support. An Enablement 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
Develop tools for TAC – For better visibility and troubleshooting
Filling in the gaps. Sometimes there are opportunities to 'catch' a problem before it escalates. Our team is positioned to identify or help in these unplanned projects that result in a better customer experience, cost reduction or better security
Qualification
Required
8+ years in support roles, working directly with large global customers and partners in addition to internal teams (such as DevOps, Engineering, QA, Product managers..)
Excellent written and verbal communication skills
Scripting skills (JS/Python/Powershell)
Strong proficiency in both Linux and Windows operating systems
Kubernetes implementation and troubleshooting experience is required
Preferred
Experience as an Enablement Engineer or an Escalations Engineer is a plus
Experience working with Public Cloud provider technologies and services (AWS, Azure, GCP, OCI, Alibaba, etc..)
Experience training internal technical teams is a plus
Benefits
Restricted stock units
Bonus
Company
Palo Alto Networks
Palo Alto Networks is a cybersecurity company that offers cybersecurity solutions for organizations.
10001+ employees
H1B Sponsorship
Palo Alto Networks has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (579)
2024 (482)
2023 (341)
2022 (452)
2021 (493)
2020 (235)
Funding
Current Stage
Public CompanyTotal Funding
$65MKey Investors
Icon VenturesLehman HoldingsGlobespan Capital Partners
2012-07-20IPO
2008-11-03Series C· $10M
2008-08-18Series C· $27M
Leadership Team
Helmut Reisinger
CEO EMEA
Nikesh Arora
Chairman CEO
Recent News
Jerusalem Post
2026-01-11
2026-01-09
2026-01-09
Company data provided by crunchbase