Staff ETAC Engineer Tooling Development - SASE

• 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

• 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
• 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.

Previous experience with the Prisma Access platform is highly desirable