Support Enablement and Escalations Engineer (PAB)

The team is an exciting crossroads between Support/TAC (Technical Assistance Center) and Engineering. The team is empowered to drive decisions and to be the thought leaders within the Global Customer Services organization at our company's. On any given day members of the team may work with new products and software very early in the new product lifecycle, provide training, assist a support engineer with a customer issue, replicate a complex issue in our lab or help improve features for supportability and usability. We are a relatively small global team and will only consider the top people from a support or engineering background. You are a good candidate if you are excellent at working with many cross-functional teams such as developers, product management, sales and also customers. In particular, you will be engaging with the Prisma Access Browser product the industrys only SASE-native secure browser.
Your Impact
Learning the product by handling cases escalated from the support teams, before they reach Engineering. Creating and developing enablement materials for Support - troubleshooting docs and processes.
Identifying widespread issues, sending guidelines and communicating updates
Identify supportability and usability requirements for new releases during the design phase as well as post GA via enhancement requests
Develop and deliver training materials for TAC. Training is a key component of the day-to-day success of support. An Enablement engineer is responsible for staying up to date with technical details on our company's new products and industry in general and sharing those details with TAC via white papers, BBLs, or TOIs
Develop tools for TAC For better visibility and troubleshooting
Monitor and identify case trends. Sometimes there are opportunities to catch a problem before it escalates. Our team is positioned to identify or help in these unplanned projects that result in a better customer experience, cost reduction or better security.