Generative AI Support Engineer — Prompt & Quality Lead

Jobs Paloaltonetworks; United Kingdom; On-site; GBP 70,000 - 100,000; Full time

Job summary

Palo Alto Networks seeks a Technical Enablement Engineer to translate raw model output into a reliable production system. You will own end-to-end quality, performance and tuning of our Generative AI-driven support system, shaping the model’s intelligence and governing the data it uses.

From this role you will drive prompt engineering and cross-functional collaboration to accelerate customer support engineering velocity, with strong emphasis on governance and data quality.

Qualifications

• 5+ years in Support Enablement, Customer Success, or Technical Support Content.
• Ability to analyze support data and provide actionable insights.
• High-level understanding of AI tools, LLMs and machine learning.

Responsibilities

• Develop in-product support instructions reflecting real cases to improve AI feature solutions.
• Validate production models using evaluation platforms and monitor quality metrics.
• Drive Continuous Training through prompt engineering, analyze failures and define R&D actions.
• Govern AI content by implementing controls to ingest compliant knowledge base content.
• Collaborate with R&D and Support Enablement to translate quality issues into model improvements.

Skills

Support Enablement

Analytical Skills

AI/ML/LLM Foundation

Technical Communication

Ownership

Data Governance

Tools

GCP

Kubernetes

Containers

BigQuery

Job description

Palo Alto Networks seeks a Technical Enablement Engineer to translate raw model output into a reliable production system. You will own end-to-end quality, performance and tuning of our Generative AI-driven support system, shaping the model’s intelligence and governing the data it uses.

From this role you will drive prompt engineering and cross-functional collaboration to accelerate customer support engineering velocity, with strong emphasis on governance and data quality.