Sr Staff Escalation Engineer --- NetSec

Palo Alto Networks; Bengaluru; On-site; INR 1,500,000 - 2,500,000; Full time

Job summary

A leading cybersecurity firm in Bengaluru is looking for a Senior Escalation Engineer. This senior-level role involves technical troubleshooting, managing customer escalations, and delivering solutions for complex cybersecurity issues. Candidates should possess a BE/B.Tech and experience in technical support, with strong skills in network protocols, VPN troubleshooting, and customer engagement. Join us in making the digital world safer with your expertise.

Qualifications

• 5–10 years of experience as an Escalation Engineer.
• Experience in support service or technical support roles.
• Technical lead experience in a cyberspace equipment vendor.

Responsibilities

• Drive technical escalations that reach the executive level.
• Engage with executive-level customers regarding technical issues.
• Explain root causes or progress during customer interactions.

Skills

Configuring and troubleshooting dynamic routing protocols

L1–L3 troubleshooting

Broad understanding of Internet applications and protocols

Troubleshooting VPNs

Pcap analysis with Wireshark

Hardware troubleshooting for telecommunications equipment

Programming in C, C++, and Python

Education

BE/B.Tech or equivalent technical graduation

Tools

Wireshark

Job description

Senior Escalation Engineer – Senior Staff

We are a company that challenges the status‑quo in cybersecurity. Our mission is to protect the digital way of life and make the world safer each day. We build products that solve problems no one else has tackled.

Who We Are

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

Job Description

This is a highly visible, senior‑level position on a small but growing team that benefits from out‑of‑box thinking and technical insight. The Sr Staff Escalation Engineer will bring a mix of customer management and broad/deep technical skills related to telecommunication equipment and Internet traffic. A background in troubleshooting or designing modern networks, a good understanding of the behaviors of Internet applications and protocols, and strong command of English are essential for success in this role.

Your Impact

This Engineering Escalation role is positioned to intercept and assist or drive technical escalations that reach the executive level in engineering. Escalations of this type are extremely critical and are driven by the account teams in the field. You will speak with executive‑level customers, delivering discussions about the situation, explaining root causes or progress, providing status internally, and addressing technical questions during customer interactions.

Qualifications

Experience

• BE/B.Tech or equivalent technical graduation is mandatory or equivalent military experience required.
• 5–10 years of experience as an Escalation Engineer.
• Career‑level experience in support service, technical support, or related troubleshooting roles.
• Technical lead experience in a cyberspace equipment vendor or network security organization.
• Ability to explain complex technical issues to non‑technical people.
• Ability to have open discussions on network design, network security, and related technical topics.

Required Technical Skills

• Configuring and troubleshooting dynamic routing protocols (BGP and OSPF primarily).
• L1–L3 (ISO model) troubleshooting.
• Broad understanding of and ability to analyze and troubleshoot Internet applications and protocols.
• Troubleshooting VPNs (IPSec and SSL tunnels).
• Pcap analysis (via Wireshark and other tools).
• Hardware troubleshooting for telecommunications equipment.
• Programming in C, C++, and Python (good to have).

Helpful Certifications

• Advanced certification for network equipment vendors (e.g., JNCIE, JNCIP, CCIE, CCNA, CCNP, CCA).
• Cloud deployment experience (AWS, GCP, Azure, or KVM based solutions).

The Team

Our engineering team is at the core of our products – connected directly to the mission of preventing cyberattacks. We constantly innovate, challenging the way we, and the industry, think about cybersecurity. Engineers here build products to solve problems that have not been pursued before.

We define the industry, instead of waiting for directions. We need individuals who feel comfortable in ambiguity, excited by the prospect of a challenge, and empowered by the unknown risks facing our everyday lives that are only enabled by secure digital environments.

Our Commitment

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

Accommodations

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].

Equal Opportunity & EEO

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.

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