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Escalation Engineer - Prisma Access @ Palo Alto Networks

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 Escalation Engineer - Prisma Access

Job Description


Your Impact

  • Establish yourself as a trusted advisor and partner.

  • Drive enablement within the team to enhance capability & self sufficiency

  • Head problem resolutions requiring analysis, troubleshooting and escalation to product development.

  • Respond and analyse complex inquiries of technical nature and create readable and well-documented code to prevent, detect and resolve issues.

  • Direct customers through issue resolution including customer meetings, status reports and updates.

  • Identify, propose and enforce escalation process improvements.

  • Provide contributions to the central escalation knowledge-base.

  • Identify tools gaps (if any) , enhance needs and propose solutions.

  • Lead conversations about industry trends and emerging changes to the security landscape that every customer needs to be aware of.

  • Ability to discuss, with credibility, competitive offers in the marketplace and effectively differentiate against them.

  • Act as the customers advocate for any issues that require assistance and follow up with the customer until the issue is resolved.

  • Provide high level guidance on design consultation and standard methodology mentorship for rollout, implementation, and policy conversion.

  • Ensure customers are maximizing their return on investment by rapidly implementing and operationalizing Palo Alto Networks solutions to achieve their business and security objectives.

  • Collaborate with customers on how to establish and manage their Cloud Security Change Management / Governance / Center of Excellence program.

  • Be a Go-To expert on Palo Alto Networks security solutions

  • Provide after hours and weekends ( 24/7 service model ) as needed to deliver solutions to the customers.

Experience: Typically 7-10 years of Information security domain experience with excellent product knowledge & escalation management, should have worked with enterprise customers across different regions and flexible to work in a 24x7 delivery model.
Education:
BE / B.tech / BS in Computer Science or equivalent experience.
Desired Skills:

  • Escalation Management

  • Critical customer handling

  • Problem Management

  • Communication Management

  • Scope Management

  • Experience in prioritizing & Time Management

  • Product Knowledge (Prisma Access) and Industry Experience

Technical Skills

  • Good / Deep understanding of the PANW Prisma Access solution

  • Advance understanding of internetworking, LAN, and WAN technologies.

  • Experience with network, security solutions, and technologies leading security solutions in large environments.

  • Expertise with Remote Access VPN solutions, IPSEC, PKI & SSL, TCP/IP, Authentication Protocols (LDAP, RADIUS etc.)

  • Experience with troubleshooting skills related to networking, routing, IP, NAT, IPSEC VPNs and knowledge of how these interact with applications and users.

  • Ability to independently debug broad, complex, and unique networks with mixed media and protocols required.

  • Experience with installation, configuration and operation of Palo Alto Networks products.

  • Experience working with a multi-factor authentication security system.

  • Experience on Endpoint security is a plus.

  • Experience in Cloud technologies (AWS, Azure primarily ,VMware NSX etc..)

  • Experience with third party vendors like Cisco, Checkpoint, Juniper & Fortinet is a plus.

We are trailblazers that dream big, take risks, and challenge cybersecurity's status quo. It is simple: we cannot accomplish our mission without diverse teams innovating, together. To learn more about our dedication to inclusion and innovation, visit our Life at Palo Alto Networks page and our diversity website.
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. Additionally, we are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or an accommodation due to a disability or special need, please contact us at [Confidential Information].

Employement Category:

Employement Type: Full time
Industry: Full time
Functional Area: IT
Role Category: IT
Role/Responsibilies: Escalation Engineer - Prisma Access

Contact Details:

Company: Palo Alto Networks
Location(s): Noida, Gurugram

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Palo Alto Networks

At Palo Alto Networks® everything starts and ends with our mission: Being the cybersecurity partner of choice, protecting our digital way of life. We have the vision of a world where each day is safer and more secure than the one before. These are not easy goals to accomplish - but we are not her...

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