Principal Machine Learning Platform Engineer (Prisma AIRS)

You will work firsthand with our valued customers to address their complex post-sales concerns where analysis of situations or data requires an in-depth evaluation of many factors. You're a critical thinker in understanding the methods, techniques, and evaluation criteria for obtaining results. You'll enjoy networking with key contacts outside your own area of expertise, with a strong capability of detailing difficult technical issues to both non-technical and technical professionals. You will regularly participate in technical discussions with multi-functional teams, creating an environment of transparency that ultimately leads to better products, better working environments, and better cybersecurity. Your quick thinking and support to our clients provides the fast assistance they need to keep their environments secure - which means you'll need to move quickly, thoughtfully, and provide technical assistance as needed (often, in high pressure situations)., * Provide advanced technical support, including configuration and troubleshooting, for customers and partners on firewalls.

• Manage and prioritize support cases to ensure issues are recorded, tracked, resolved, and followed-up in a timely manner, maintaining high levels of customer satisfaction.
• Perform in-depth fault isolation and root cause analysis for complex technical issues in on-prem, virtualized and cloud environments.
• Collaborate with engineering and product teams by providing feedback from customers to drive product improvements and resolve bugs.
• Create and publish technical documentation, including support bulletins and knowledge base articles, to enable customer self-service.
• Review technical documentation for training materials, technical marketing collateral, and troubleshooting guides to ensure accuracy.
• Provide on-call support on a rotational basis to address critical customer issues outside of standard business hours.

Do you have experience in Virtualization tools?, * More than 7 years of customer-facing technical support experience.

• Strong understanding of networking protocols including TCP/IP, Ethernet, VLAN, OSPF, BGP, LDAP, RADIUS., * Experience working with multi-factor authentication security system (tokens, certificates, CAC cards, and similar).
• Strong ability to independently debug broad, complex, and unique networks with mixed media and protocols required.
• Virtualization experience (AWS, Azure, VMWare, OpenStack). Experience deploying and managing firewalls within public cloud infrastructures.
• Excellent written and verbal communication skills., * Knowledge of scripting languages (e.g., Python) or traffic generation tools.
• Experience with Cisco, Checkpoint, Juniper (Netscreen), and Fortinet products is a plus.
• Previous experience supporting Palo Alto Networks products / firewalls is a plus.