CrawlJobs Logo

Support Enablement and Escalations Engineer

paloaltonetworks.it Logo

Palo Alto Networks Italia

Location Icon

Location:
Israel , Tel Aviv

Category Icon
Category:
IT - Administration

Job Type Icon

Contract Type:
Not provided

Salary Icon

Salary:

Not provided
Save Job
Save Icon
Apply Position

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

Additional Information:

Job Posted:
March 04, 2026

Employment Type:
Fulltime
Work Type:
On-site work
Icon
Palo Alto Networks Italia - All Job Offers
Job Link Share:
Copy Link Icon
Facebook Icon Twitter Icon LinkedIn Icon

Looking for more opportunities? Search for other job offers that match your skills and interests.

Briefcase Icon

Similar Jobs for Support Enablement and Escalations Engineer

Routing-Technical Support Engineer 4

This role has been designed as ‘Hybrid’ with an expectation that you will work o...
Location
Location
Costa Rica , Heredia
Salary
Salary:
Not provided
https://www.hpe.com/ Logo
Hewlett Packard Enterprise
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Bachelor’s degree in engineering or equivalent
  • Minimum of 5 years of technical assistance center experience, with 2+ years in a leadership role
  • Demonstrated experience managing customer service support personnel in cross-functional, matrix-based management work environments
  • In-depth knowledge of Juniper Networks or similar network company and system products
  • Excellent Communication Skills – Clear and Crisp communication (email and verbal), Ability to adapt the communication based on the audience
  • Ownership and Problem – Solving mindset
  • Ability to work with different stakeholders for outcomes
  • Obsess about Quality – Strive for delivering quality output in every interaction
  • Encourage diversity and innovation
  • Juniper products knowledge and Junos experience / certifications would be an added advantage
Job Responsibility
Job Responsibility
  • Ensure that the necessary processes and policies are in place and are adhered to in effort to meet the service level agreements and customer satisfaction goals of the organization
  • Understand customer’s impact, prioritize, own, and effectively communicate among various stakeholders
  • Manage and lead a team of high-performance Technical Support Engineers who deliver support to customers of security product range of Juniper
  • Deliver Remarkable & differentiated customer support experience and achieve high customer satisfaction (CSAT)
  • Hire, Train & Retain Technical Talent in the team aligning with the Juniper values & business objectives
  • Metrics management and drive continuous / quality improvement initiatives
  • Analytic experience in using data/trends to make proactive decisions and drive operational efficiency
  • Set team goals aligned with company objectives & key results (OKR), periodic performance management, enable team members with career growth plan and development
  • Prepares and conducts customer operations reviews with the Advanced Services team to ensure all customer issues are being addressed in a timely and professional manner
  • Develops specific business strategies and plans by exploring opportunities to grow the business in the areas of advanced and professional services
What we offer
What we offer
  • Health & Wellbeing
  • Personal & Professional Development
  • Unconditional Inclusion
  • Fulltime
Read More
Arrow Right

Switching-Technical Support Engineer 4

Solves technical issues across a broad range of technologies (Servers, Storage, ...
Location
Location
Costa Rica , Heredia
Salary
Salary:
Not provided
https://www.hpe.com/ Logo
Hewlett Packard Enterprise
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Bachelor’s degree in engineering or equivalent
  • Minimum of 5 years of technical assistance center experience, with 2+ years in a leadership role
  • Demonstrated experience managing customer service support personnel in cross-functional, matrix-based management work environments
  • In-depth knowledge of Juniper Networks or similar network company and system products
  • Excellent Communication Skills
  • Ownership and Problem-Solving mindset
  • Ability to work with different stakeholders for outcomes
  • Obsess about Quality
  • Encourage diversity and innovation
  • Juniper products knowledge and Junos experience / certifications would be an added advantage
Job Responsibility
Job Responsibility
  • Ensure that the necessary processes and policies are in place and are adhered to in effort to meet the service level agreements and customer satisfaction goals of the organization
  • Understand customer’s impact, prioritize, own, and effectively communicate among various stakeholders
  • Manage and lead a team of high-performance Technical Support Engineers who deliver support to customers of security product range of Juniper
  • Deliver Remarkable & differentiated customer support experience and achieve high customer satisfaction (CSAT)
  • Hire, Train & Retain Technical Talent in the team aligning with the Juniper values & business objectives
  • Metrics management and drive continuous / quality improvement initiatives
  • Analytic experience in using data/trends to make proactive decisions and drive operational efficiency
  • Set team goals aligned with company objectives & key results (OKR), periodic performance management, enable team members with career growth plan and development
  • Prepares and conducts customer operations reviews with the Advanced Services team to ensure all customer issues are being addressed in a timely and professional manner
  • Develops specific business strategies and plans by exploring opportunities to grow the business in the areas of advanced and professional services
What we offer
What we offer
  • Health & Wellbeing
  • Personal & Professional Development
  • Unconditional Inclusion
  • Fulltime
Read More
Arrow Right

Routing-Technical Support Engineer 4

Solves technical issues across a broad range of technologies (Servers, Storage, ...
Location
Location
Costa Rica , Heredia
Salary
Salary:
Not provided
https://www.hpe.com/ Logo
Hewlett Packard Enterprise
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Bachelor’s degree in engineering or equivalent
  • Minimum of 5 years of technical assistance center experience, with 2+ years in a leadership role
  • Demonstrated experience managing customer service support personnel in cross-functional, matrix-based management work environments
  • In-depth knowledge of Juniper Networks or similar network company and system products
  • Excellent Communication Skills
  • Ownership and Problem-Solving mindset
  • Ability to work with different stakeholders for outcomes
  • Obsess about Quality
  • Encourage diversity and innovation
  • Juniper products knowledge and Junos experience / certifications would be an added advantage
Job Responsibility
Job Responsibility
  • Ensure that the necessary processes and policies are in place and are adhered to in effort to meet the service level agreements and customer satisfaction goals of the organization
  • Understand customer’s impact, prioritize, own, and effectively communicate among various stakeholders
  • Manage and lead a team of high-performance Technical Support Engineers who deliver support to customers of security product range of Juniper
  • Deliver Remarkable & differentiated customer support experience and achieve high customer satisfaction (CSAT)
  • Hire, Train & Retain Technical Talent in the team aligning with the Juniper values & business objectives
  • Metrics management and drive continuous / quality improvement initiatives
  • Analytic experience in using data/trends to make proactive decisions and drive operational efficiency
  • Set team goals aligned with company objectives & key results (OKR), periodic performance management, enable team members with career growth plan and development
  • Prepares and conducts customer operations reviews with the Advanced Services team to ensure all customer issues are being addressed in a timely and professional manner
  • Develops specific business strategies and plans by exploring opportunities to grow the business in the areas of advanced and professional services
What we offer
What we offer
  • Health & Wellbeing
  • Personal & Professional Development
  • Unconditional Inclusion
  • Fulltime
Read More
Arrow Right

Routing-Technical Support Engineer 4

Solves technical issues across a broad range of technologies (Servers, Storage, ...
Location
Location
Costa Rica , Heredia
Salary
Salary:
Not provided
https://www.hpe.com/ Logo
Hewlett Packard Enterprise
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Bachelor’s degree in engineering or equivalent
  • Minimum of 5 years of technical assistance center experience, with 2+ years in a leadership role
  • Demonstrated experience managing customer service support personnel in cross-functional, matrix-based management work environments
  • In-depth knowledge of Juniper Networks or similar network company and system products
  • Excellent Communication Skills
  • Ownership and Problem – Solving mindset
  • Ability to work with different stakeholders for outcomes
  • Obsess about Quality
  • Encourage diversity and innovation
  • Juniper products knowledge and Junos experience / certifications would be an added advantage
Job Responsibility
Job Responsibility
  • Ensure that the necessary processes and policies are in place and are adhered to in effort to meet the service level agreements and customer satisfaction goals of the organization
  • Understand customer’s impact, prioritize, own, and effectively communicate among various stakeholders
  • Manage and lead a team of high-performance Technical Support Engineers who deliver support to customers of security product range of Juniper
  • Deliver Remarkable & differentiated customer support experience and achieve high customer satisfaction (CSAT)
  • Hire, Train & Retain Technical Talent in the team aligning with the Juniper values & business objectives
  • Metrics management and drive continuous / quality improvement initiatives
  • Analytic experience in using data/trends to make proactive decisions and drive operational efficiency
  • Set team goals aligned with company objectives & key results (OKR), periodic performance management, enable team members with career growth plan and development
  • Prepares and conducts customer operations reviews with the Advanced Services team to ensure all customer issues are being addressed in a timely and professional manner
  • Develops specific business strategies and plans by exploring opportunities to grow the business in the areas of advanced and professional services
What we offer
What we offer
  • Health & Wellbeing
  • Personal & Professional Development
  • Unconditional Inclusion
  • Fulltime
Read More
Arrow Right

Support Enablement Specialist

We’re looking for a Support Enablement Specialist who bridges tech support, data...
Location
Location
United States , Watertown
Salary
Salary:
75000.00 - 120000.00 USD / Year
tutorintelligence.com Logo
Tutor Intelligence
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • 2+ years experience in technical support, support operations, or high-volume service environments (including strong hands-on troubleshooting background)
  • Proficiency with SQL and Excel/Google Sheets for querying, analysis and reporting on operational data
  • Experience building dashboards and visualizations with tools such as Metabase
  • Solid understanding of process design, documentation standards, knowledge-management best practices, and continuous improvement mindset
  • Comfortable collaborating across functions (Engineering, Field Ops, Support) and able to translate technical detail into actionable internal enablement content
  • Excellent written and verbal communication skills
  • an ability to distill complex technical issues into clear guides/training
  • Highly organized, self-directed, and proactive in identifying improvement opportunities
Job Responsibility
Job Responsibility
  • Develop and maintain comprehensive support playbooks, troubleshooting guides, escalation workflows, and onboarding/training materials for support and field teams
  • Serve as the go-to person for support knowledge: keep our knowledge-base current, searchable, and aligned with best practices
  • Query and analyze operational/support data (SQL, Sheets/Excel) to identify recurring issues, training gaps, and process improvement opportunities
  • Build dashboards/visualizations (Metabase or similar) to monitor support/field enablement KPIs (e.g., time-to-resolution, knowledge base usage, incident recurrence, onboarding ramp time)
  • Collaborate with Engineering and Operations to triage systemic support issues, gather root-cause insights, turn those into training/knowledge updates, and validate post-fix documentation
  • Partner with the Support Manager to ensure consistent process adherence, coverage across shifts/sites, and accurate documentation/practices across global teams
  • Own enablement experiments: define metrics, implement pilot training/process changes, track outcomes and surface results to leadership
What we offer
What we offer
  • fully employer-covered health and dental insurance
  • a managed 401(k)
  • regular in-office meals
  • social events
  • collaborative, low-ego work culture
  • Fulltime
Read More
Arrow Right

Technical Support Engineer

The Technical Support Engineer role at Hewlett Packard Enterprise involves solvi...
Location
Location
Costa Rica , Heredia
Salary
Salary:
Not provided
https://www.hpe.com/ Logo
Hewlett Packard Enterprise
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Bachelor’s degree in engineering or equivalent
  • Minimum of 5 years of technical assistance center experience, with 2+ years in a leadership role
  • Demonstrated experience managing customer service support personnel in cross-functional, matrix-based management work environments
  • In-depth knowledge of Juniper Networks or similar network company and system products
  • Excellent Communication Skills – Clear and Crisp communication (email and verbal), Ability to adapt the communication based on the audience
  • Ownership and Problem – Solving mindset
  • Ability to work with different stakeholders for outcomes
  • Obsess about Quality – Strive for delivering quality output in every interaction
  • Encourage diversity and innovation
  • Juniper products knowledge and Junos experience / certifications would be an added advantage
Job Responsibility
Job Responsibility
  • Work in a highly dynamic and technical environment with relentless focus on delivering excellence to Juniper customers
  • Ensure that the necessary processes and policies are in place and are adhered to in effort to meet the service level agreements and customer satisfaction goals of the organization
  • Understand customer’s impact, prioritize, own, and effectively communicate among various stakeholders
  • Manage and lead a team of high-performance Technical Support Engineers who deliver support to customers of security product range of Juniper
  • Deliver Remarkable & differentiated customer support experience and achieve high customer satisfaction (CSAT)
  • Hire, Train & Retain Technical Talent in the team aligning with the Juniper values & business objectives
  • Metrics management and drive continuous / quality improvement initiatives
  • Use data/trends to make proactive decisions and drive operational efficiency
  • Set team goals aligned with company objectives & key results (OKR), periodic performance management, enable team members with career growth plan and development
  • Prepare and conduct customer operations reviews with the Advanced Services team
What we offer
What we offer
  • Comprehensive suite of benefits that supports physical, financial and emotional wellbeing
  • Career development programs
  • Unconditional inclusion celebrating individual uniqueness
  • Flexibility to manage work and personal needs.
  • Fulltime
Read More
Arrow Right

Senior Manager, Enterprise & Strategic Support

As the Senior Manager, Enterprise Support, you will own the support experience f...
Location
Location
United States , Denver; Nashville
Salary
Salary:
132000.00 - 182000.00 USD / Year
https://checkr.com Logo
Checkr
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • 5+ years of experience in customer support leadership roles
  • At least 3 years focused on enterprise B2B customers
  • Direct management experience leading teams of 10-20+ support professionals in high-growth environments
  • Deep understanding of enterprise customer expectations, complex multi-stakeholder environments, and premium support models
  • Proven track record of successfully managing high-stakes customer escalations and executive-level communications
  • Enterprise B2B SaaS experience with complex, technical products (Required)
  • Experience in HR tech, compliance, or background screening industries (Preferred)
  • Strong ability to influence and partner with Sales, Customer Success, Product, and Engineering teams
  • Data-driven approach to decision making with expertise in support metrics, SLA management, and quality assurance
  • Experience building support processes, playbooks, and systems that scale with growth
Job Responsibility
Job Responsibility
  • Own and optimize the enterprise support experience, ensuring rapid response times, high-quality resolutions, and proactive engagement with our largest customers
  • Serve as the primary point of contact for complex enterprise escalations, coordinating cross-functional resources and driving issues to resolution with appropriate urgency and communication
  • Build, coach, and develop a high-performing team of enterprise support specialists who serve as trusted advisors to strategic accounts
  • Design and implement differentiated support offerings for enterprise customers, including dedicated support models, enhanced SLAs, and white-glove service programs
  • Collaborate closely with Customer Success, Account Management, Sales, Product, and Engineering teams to ensure seamless enterprise customer experiences and advocate for customer needs
  • Systematically capture and analyze enterprise customer feedback, translating insights into actionable improvements and product requirements
  • Establish and monitor enterprise support KPIs (CSAT, SLA adherence, escalation resolution time, etc.), drive continuous improvement, and report on team performance
  • Develop enterprise support playbooks, escalation protocols, and knowledge management systems that enable consistent, high-quality service delivery
  • Partner with the Director to implement AI-powered tools that enhance enterprise support efficiency while maintaining the high-touch, personalized service our enterprise customers expect
  • Drive support initiatives that directly impact enterprise NRR (Net Revenue Retention) and reduce churn through exceptional service delivery
What we offer
What we offer
  • A fast-paced and collaborative environment
  • Learning and development allowance
  • Competitive compensation and opportunity for advancement
  • 100% medical, dental and vision coverage
  • Unlimited PTO policy
  • Monthly wellness stipend
  • In-office perks such as lunch four times a week, a commuter stipend, and an abundance of snacks and beverages
  • A relocation stipend may be available for those willing to relocate to a Checkr hub location
  • Fulltime
Read More
Arrow Right

Technical Support Escalation Engineer - Data Platform

Interested in being on the cutting edge of Cloud Services? Then come join Micros...
Location
Location
Australia , Sydney
Salary
Salary:
Not provided
https://www.microsoft.com/ Logo
Microsoft Corporation
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Bachelor's degree in Computer Science, Information Technology (IT), or related field AND 5+ years of technical support, technical consulting experience, or information technology experience
  • OR 7+ years of technical support, technical consulting experience, or information technology experience
  • OR equivalent experience
  • 3+ years of experience in a customer-facing or support role in any of the following: technical escalation support, product support, developer support, IT DevOps, IT Admin/support, Systems Development, or Consulting or IT/Network Operations
  • 2+ years of experience in one or more of the following: Microsoft Azure Platform
  • Azure Networking Services, Azure Virtual Machine, Azure Storage
  • Microsoft Azure Analytics – Azure Databricks
  • Experience in any JAVA, JavaScript, Python, R, Scala, REST concepts, PowerShell
  • Familiarity with development: tools, language, process, methods, troubleshooting
  • Experience with Data Integration solutions and services
Job Responsibility
Job Responsibility
  • Lead engineering investigations to bring quicker issue resolution to support incidents impacting our customers and improve customer experience
  • Build solutions, help create tools, help automate issue detection and diagnosis, to enable customers or support to self-resolve the issues
  • Identify emerging trends or re-occurring escalation scenarios and drive engineering opportunities to mitigate and/or eliminate them from the workflow
  • Contribute to product improvements by filing impactful bugs, design change requests and helping developers to fix and ship them to production, preventing customers from being impacted
  • As a trusted advisor to the Microsoft Azure engineering team and the Serviceability Technology Lead, you will suggest changes to future versions to better equip our support teams as well as our partners and customers and help influence in-market solutions today
  • As a customer ambassador, you will also partner with engineering leadership for strategic technical, architectural and design discussions, and drive strategic thought leadership for Azure Diagnostics/UDE tools creation and usage worldwide bringing the customer voice to the center of impactful decisions
  • Able to work well in challenging situations while exhibiting flexibility and ability tolerate and manage through ambiguity and uncertainty
  • Beyond extensive technical and product focus, this role requires the ability to frame and communicate issues and recommendations clearly and concisely, show exceptional attention to detail, and demonstrate the ability to build broad relationships with the right influencers, leveraging those relationships to impact key business results
  • Work directly with our Azure Databricks Product Group to provide world-class engineering support at a product component level
  • Perform complex product debugging and remediation when needed
  • Fulltime
Read More
Arrow Right
Remote jobs Jobs by Category
Art and Entertainment Jobs Banking Jobs Call Center Jobs Construction Jobs Consulting Jobs Customer Service Jobs Education Jobs Energy Jobs Finance Jobs Gastronomy Jobs Health and Beauty Jobs Hospitality and Tourism Jobs Human Resources Jobs Insurance Jobs IT - Administration Jobs IT - Software Development Jobs Legal Jobs Logistics Jobs Manufacturing Jobs Marketing, Digital Marketing, SEO, SEM Jobs Media Jobs Nursing Jobs Office Administration Jobs Pharmacy Jobs Physical Work Jobs Public Relations Jobs Public Sector Jobs Purchasing Jobs Quality Control Jobs Real Estate Jobs Research and Development Jobs Sales Jobs
Job Positions Jobs by Country
United States Jobs United Kingdom Jobs India Jobs Canada Jobs Australia Jobs Germany Jobs Ireland Jobs Poland Jobs
Company
Blog Salaries Tools About Us FAQ Contact
Follow Us
Facebook
X (Twitter)
LinkedIn
Instagram
CrawlJobs Group
ITFlashcards AllDevBlogs
© 2026 CrawlJobs Ltd. All Rights Reserved
Terms & Conditions Privacy Policy