Senior Cloud Support Engineer – AI-Driven Escalations

Palo Alto Networks, Inc.

Barcelona

On-site

EUR 90,000 - 130,000

Full time

46 hours ago

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Job summary

Palo Alto Networks is seeking a Senior Customer Engineer to drive technical investigations for critical escalations and complex SaaS/Cloud issues, including Strata Cloud Manager. You’ll partner with TAC, Engineering, and SRE to accelerate resolution and improve supportability.

You will leverage AI, automation, and scripting to reduce recurring problems, maintain incident bridges, and contribute to post-incident reviews. A strong cloud/SaaS background and on-call readiness are essential.

Qualifications

Bachelor's degree or higher in a technical field and several years of relevant experience.
Strong analytical troubleshooting skills and experience handling complex escalations in enterprise environments.
Excellent written and verbal communication, with the ability to translate technical findings for various stakeholders.
Solid understanding of enterprise SaaS architectures, cloud infrastructure, and DevOps/SRE concepts.

Responsibilities

Own technical investigations and resolution of critical customer escalations across TAC, Engineering, and SRE.
Collaborate with developers, SRE, DevOps, QA, and Product Management to define supportability and telemetry.
Investigate issues across SaaS infrastructure, cloud environments, APIs, and security controls; perform post-incident reviews.
Leverage AI tools and automation to accelerate troubleshooting and create scalable support tooling.
Develop troubleshooting playbooks and knowledge inputs for TAC enablement and ongoing training.
Build cloud-based labs to reproduce issues and validate fixes when feasible.