Principal Software Escalation Engineer

Palo Alto Networks, Inc.; Calgary; On-site; CAD 205,315 - 281,254; Full time

Job summary

Palo Alto Networks, Inc. in Calgary invites a Principal R&D escalation engineer to join the pCloud group of Idira Platform. You will deliver high‑level technical support and help optimize our shared services for modern privilege services, ensuring secure, scalable operations.

You will work with senior engineers across the company to sharpen proactive monitoring, troubleshoot complex field issues, and drive process improvements while maintaining the highest security standards.

Qualifications

• Bachelor’s degree in Science/Technology/Engineering or related field or equivalent experience in a technical position
• 5+ years of Python experience with the ability to debug code of new features as well as legacy systems

Responsibilities

• Provide outstanding R&D escalation support to customers
• Define and sharpen proactive monitoring capabilities
• Act as 4th level support for pCloud SRS cases
• Collaborate with engineers across the company
• Drive projects to improve support processes and the customer experience

Skills

Python

AWS

Cloud Computing

Education

Bachelor’s degree in Science/Technology/Engineering or related field

Tools

Datadog

Prometheus

Grafana

Job description

Our Mission

At Palo Alto Networks®, we’re united by a shared mission—to protect our digital way of life. We thrive at the intersection of innovation and impact, solving real-world problems with cutting‑edge technology and bold thinking. Here, everyone has a voice, and every idea counts. If you’re ready to do the most meaningful work of your career alongside people who are just as passionate as you are, you’re in the right place.

Who We Are

In order to be the cybersecurity partner of choice, we must trailblaze the path and shape the future of our industry. This is something our employees work at each day and is defined by our values: Disruption, Collaboration, Execution, Integrity, and Inclusion. We weave AI into the fabric of everything we do and use it to augment the impact every individual can have. If you are passionate about solving real‑world problems and ideating beside the best and the brightest, we invite you to join us!

We believe collaboration thrives in person. That’s why most of our teams work from the office full time, with flexibility when it’s needed. This model supports real‑time problem‑solving, stronger relationships, and the kind of precision that drives great outcomes.

Job Summary

What You’ll Do:

We are the pCloud group of Idira Platform. Our group developing modern services.

Our group's mission is provide shared services to all modern privilege services and provide rotation services and policies management to customers using secure communication while practicing the highest security standards. Our goal is to build and maintain a scalable, fault‑tolerant, high‑load, distributed system.

We are searching for an outstanding Principal R&D escalation engineer to join us on our journey to provide the best possible support for our customers.

As R&D escalation engineer you will act both proactive and reactive towards pCloud customer success.

You will define and sharpen our proactive monitoring capabilities.

You will serve as 4th level support in R&D for pCloud SRS cases being able to reconstruct, debug and fix issues from the field.

#LI-KR1

What you need to succeed:

• Leverage your extensive customer support experience to provide feedback to internal teams on how to improve our services
• Drive customer communication during critical events
• Drive projects that improve support‑related processes and our customers’ technical support experience
• Learn and use groundbreaking technologies
• Apply advanced troubleshooting techniques to provide unique solutions to our service
• Interact with leading engineers across the company

• Reproduce and resolve customer issues
• Write tutorials and other technical articles for the CyberArk’s community
• Monitor and improve the availability, performance, and security of production services
• Understands API’s and micro‑services concepts
• Experience with serverless technologies - advantage
• Monitoring tools - Datadog, Prometheus, Grafana etc.
• Problem solver who enjoys being challenged
• Knowledge of AWS and Cloud Computing concepts
• Bachelor’s degree in Science/Technology/Engineering or a related field OR equivalent experience in a technical position
• Passionate about solving customer facing issues
• Self‑learner, with great technical skills and high attention to details
• Courageous enough to deep dive into a big project, loves troubleshooting and able to perform efficient root cause analysis
• Eager to work and collaborate with support and customers to troubleshoot and solve issues

Qualifications

• Bachelor’s degree in Science/Technology/Engineering or a related field OR equivalent experience in a technical position
• 5+ years' experience in Pythonwith the ability to debug code of new features as well as legacy

Compensation Disclosure

The compensation offered for this position will depend on qualifications, experience, and work location. For candidates who receive an offer at the posted level, the starting base salary (for non‑sales roles) or base salary + commission target (for sales/com‑missioned roles) is expected to be the annual range listed below. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here.

$146,000.00 - $200,000.00/yr

Our Commitment

We’re trailblazers that dream big, take risks, and challenge cybersecurity’s status quo. It’s simple: we can’t accomplish our mission without diverse teams innovating, together.

We are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need, please contact us at [e-mail].

Palo Alto Networks is an equal opportunity employer. We celebrate diversity in our workplace, and all qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or other legally protected characteristics.

All your information will be kept confidential according to EEO guidelines.

Is role eligible for Immigration Sponsorship?: Yes