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Palo Alto Networks Italia Logo Palo Alto Networks Italia · IT - Administration

Support Enablement and Escalations Engineer

Israel, Tel Aviv · Job Posted March 04, 2026
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Job Description

As a Support Enablement and Escalations Engineer on the Cortex Platform team, you will be at the crossroads of Support and Engineering, driving decisions as a thought leader within Global Customer Services. You will work with new products early in their lifecycle, provide training, resolve complex customer issues, and improve product supportability for our industry-leading Cortex products.

Job Responsibility

  • Enable TAC teams by assisting with ad hoc Q&A and providing structured training throughout the year
  • Own critical technical issues by identifying widespread problems, creating guidelines, and communicating updates to relevant teams
  • Impact new product development by defining supportability and usability requirements during design and post-release enhancement phases
  • Develop and deliver technical training materials for TAC, such as white papers and presentations, on new products
  • Develop internal tools for the TAC team to improve visibility and streamline troubleshooting processes
  • Analyze support cases, trends, and escalations to identify and address knowledge gaps, supportability issues, and tooling needs
  • Proactively identify and execute on unplanned projects that improve customer experience, reduce costs, or bolster security

Requirements

  • 7+ years in support roles, working directly with large global customers and internal teams (DevOps, Engineering, QA, Product managers)
  • Excellent written and verbal communication skills
  • Basic networking knowledge with the ability to troubleshoot TCP/IP issues with mixed applications and protocols
  • Experience with Windows/Linux OS based applications, including installation, troubleshooting, and debugging
  • Experience training internal technical teams
  • Experience with Cloud Security software

Nice to have

  • Experience as an Enablement Engineer or an Escalations Engineer
  • The ability to read source code (C/C++/Python)
  • Scripting skills (JS/Python/Powershell)
  • Experience working with AI
  • Experience running reports in SFDC, Jira, or Tableau to identify trends
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