Staff Customer Reliability Engineer

Job Description
Your Career
Palo Alto Networks Cloud Security Products are the latest in our security platform that bring the power and scale of our products to our customers, and industry. It’s a groundbreaking change in the way the industry views cybersecurity as it relates to our cloud environments, one that is necessary in our mission to protect our way of life in the digital age.
As a Customer Reliability Engineer for Data Security, you will act as a liaison between our Customer Success organization and our product and engineering teams. In this role you will lead troubleshooting and solutions to out customer’s toughest technical challenges, and provide critical data driven design feedback to help Palo Alto Networks products grow and mature. We are approaching customer service in an entirely new fashion, and are looking for talented, motivated, dedicated individuals to help us define what the future of customer support should be.
Your Impact
Work with Global Customer Support to solve customer product issues
Identify customer pain points and influence solutions via training, documentation and product feature refinement
Build and maintain internal product tools and telemetry
Communicate status of the systems via automation (customers) and targeted messages (TAC)
Voice of the customer during feature development (NPI) providing input on usability, and serviceability
Data Driven technical leader for continuous improvement across all KPI’s