Palo Alto Networks Customer Reliability Engineer in Santa Clara, California

Palo Alto Networks® is the fastest-growing security company in history. We foster a culture of innovation, authenticity, and collaboration. This focus helps to advance our mission of protecting our way of life in the digital age. Our people make this possible. It’s in our everyday interactions, how we work together and treat each other, that sets Palo Alto Networks apart from other organizations. If you are a motivated, intelligent, creative, and hardworking individual, then this job is for you!

We are looking for a Customer Reliability Engineer to join the SRE team that is responsible for building and maintaining our latest Cloud security (SaaS) products. This fast-growing cloud service provides next-generation security for enterprise applications such as Box, Dropbox, GitHub, Google Apps, Slack, Salesforce and many more.

This position requires a team player who is motivated to learn, enjoys finding timely solutions to complex technical issues, and strives to provide exceptional service. It will require constant and effective communications with internal/external cross-functional teams.

Our products enable organizations to store terabytes of sensitive data in these applications while preventing any security threats to their cloud. This role will also give you a unique opportunity to collaborate with many of our supported SaaS vendors and build skills to influence every aspect of delivering an enterprise-class cloud security service.

The candidate must be a self-starter and possess very good analytical skills. Must possess an ability to work in an agile environment with minimum guidance. Passion for security is a major plus.

You are a friendly, polished communicator who is inherently interested in solving complex problems and delivering a high-level of customer satisfaction with every customer interaction (via help content and tickets). You will work closely with Knowledge Management, Engineering, and Product Management to represent the voice of the customer.

Responsibilities

  • Apply advanced troubleshooting techniques (debug and diagnose) on critical, highly complex problems that span multiple layers of the technology stack

  • Engage with the engineering team to resolve technical issues

  • Monitor and maintain platform health which includes Database and application Servers.

  • Provision new customers and tenants

  • Understand and maintain customer license information, run reports on customer metrics and usage of the system

  • Send out weekly reports on open customer issues

  • Work with Eng and QA teams to identify release vehicles for customer issue fixes

  • Document and maintain system architecture and parameters specific to customer

  • Identify and recommend process improvements to deliver the highest level of customer satisfaction

Qualifications

  • 2+ years technical support experience at a high-growth SaaS technology company

  • Extensive experience troubleshooting remote Linux system issues

  • Familiarity with Linux distributions (RHEL, CentOS, Ubuntu, and SLES)

  • Experience with cloud services (Azure, AWS, GCP)

  • Familiarity with DevOps software such as Puppet, Chef, and Jenkins

  • Knowledge of REST API and web applications

  • Experience and dedication to creating Knowledge articles

  • Customer Service focused engineer

Education

  • BA/BS degree or equivalent practical experience

Company

We are the global cybersecurity leader, known for always challenging the security status quo. Our mission is to protect our way of life in the digital age by preventing successful cyberattacks. This has given us the privilege of safely enabling tens of thousands of organizations and their customers. Our pioneering Security Operating Platform emboldens their digital transformation with continuous innovation that seizes the latest breakthroughs in security, automation, and analytics. By delivering a true platform and empowering a growing ecosystem of change-makers like us, we provide highly effective and innovative cybersecurity across clouds, networks, and mobile devices.

Our Security Operating Platform is built for automation. It is easy to operate, with capabilities that work together, so customers can prevent successful cyberattacks. They can use analytics to automate routine tasks, so they can focus on what matters. We are known for continuously delivering innovations; and with Application Framework, we extend that to an open ecosystem of developers that benefit from our customers’ existing investment in data, sensors, and enforcement points.

Learn more about Palo Alto Networks here at https://www.paloaltonetworks.com/company and check out our fast facts at https://www.paloaltonetworks.com/company/company-fast-facts

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