Senior Cloud Security Engineer - Escalations & AI

Palo Alto Networks, Inc.; Madrid; On-site; EUR 90,000 - 120,000; Full time

Job summary

Palo Alto Networks in Madrid is seeking a Senior Customer Engineer to drive technical investigations for escalations and complex issues across SaaS and cloud services, including Strata Cloud Manager. You will partner with TAC, Engineering, and SRE to accelerate resolution while leveraging AI and automation.

The role requires strong troubleshooting, communication, and collaboration skills, with on-call availability and experience in cloud/SaaS environments.

Qualifications

• Bachelor's degree in Computer Science, Engineering, or a related technical field with experience.
• Strong analytical and troubleshooting skills for complex issues.
• Experience communicating technical findings to customers and stakeholders.

Responsibilities

• Own technical investigations and escalation leadership across TAC, Engineering, and SRE.
• Collaborate with developers, DevOps, QA, and Product Management on design and supportability.
• Investigate SaaS infra, cloud environments, and API integrations to identify root causes.
• Leverage AI tools and automation to accelerate troubleshooting and create playbooks.
• Identify recurring issues and contribute to post-incident reviews and preventive actions.
• Build cloud-lab environments to reproduce issues and validate fixes when possible.
• Provide TAC enablement, training, and knowledge sharing with the team.

Skills

Troubleshooting

Communication

Cloud computing

SaaS knowledge

DevOps

Python scripting

AI tooling

Education

Bachelor's degree in CS/Engineering

Tools

Terraform

REST APIs

Git

Job description

Palo Alto Networks in Madrid is seeking a Senior Customer Engineer to drive technical investigations for escalations and complex issues across SaaS and cloud services, including Strata Cloud Manager. You will partner with TAC, Engineering, and SRE to accelerate resolution while leveraging AI and automation.

The role requires strong troubleshooting, communication, and collaboration skills, with on-call availability and experience in cloud/SaaS environments.