Senior Escalations Engineer – AI-Driven Cybersecurity

Jobs Paloaltonetworks; United Kingdom; Presencial; GBP 118.000 - 191.000; Jornada completa

Descripción de la vacante

Palo Alto Networks is seeking a highly skilled Senior Site Reliability Engineer to act as the technical pivot between Product Engineering, Systems Reliability and Technical Support. You will diagnose complex issues, drive resolutions with AI tools, and translate troubleshooting into deterministic playbooks to improve automation.

In this role you’ll work with cutting-edge hardware and software early in product lifecycles, develop technical guidance, and support high-stakes customer environments,

Formación

• BS/MS or equivalent technical degree (Computer Science, Electrical Engineering, or related field).
• 7+ years of experience in Site Reliability Engineering (SRE), systems engineering, or top-tier technical escalation roles at a cybersecurity or network security vendor.
• Mindset: fast learner, highly curious, strong initiative, end-to-end ownership, and deep empathy for customers during high-severity outages.

Responsabilidades

• Escalation Excellence & Customer Engagement: Drive top-tier technical escalations through deep technical analysis and defect diagnosis; act as a calm technical lead in crises.
• Product Quality & Serviceability: Identify serviceability fixes and embed them into early design phases with QA.
• Agentic AI & Automation: Define autonomous AI troubleshooting workflows and guardrails for AI-assisted resolution.
• Enablement: Create guides, playbooks, and tool definitions for frontline engineers and AI agents.

Conocimientos

Networking basics

Debugging & troubleshooting

Workflow tooling

Educación

BS/MS or equivalent technical degree

Herramientas

Wireshark

tcpdump

AWS

Azure

GCP

Descripción del empleo

Palo Alto Networks is seeking a highly skilled Senior Site Reliability Engineer to act as the technical pivot between Product Engineering, Systems Reliability and Technical Support. You will diagnose complex issues, drive resolutions with AI tools, and translate troubleshooting into deterministic playbooks to improve automation.

In this role you’ll work with cutting-edge hardware and software early in product lifecycles, develop technical guidance, and support high-stakes customer environments,