Escalation Architect, Principal — SaaS/Cybersecurity

Palo Alto Networks; Memphis (TN); On-site; USD 147,000 - 238,000; Full time

Job summary

Palo Alto Networks is seeking a Principal Escalation Engineer to shape customer stability and product maturity within the Jupiter Group. This high-impact, cross-functional leadership role sits at the intersection of R&D, Product, and Customer Success.

You’ll act as the Voice of the Customer during the engineering lifecycle, ensuring solutions are robust and easy to deploy. You’ll treat supportability and onboarding as core product features to protect R&D capacity, accelerate delivery, and ensure

Qualifications

• 8+ years in software industry (Technical Support, R&D, or Sustaining Engineering).
• 5+ years troubleshooting complex SaaS/Cloud environments (AWS preferred).
• Strong technical depth (scripting in Python/Bash/Go, reading code, SQL).
• Exceptional communication and leadership skills: challenge PMs and guide developers.
• Proven ability to drive cross-team initiatives and influence stakeholders without direct authority.
• Highly self-motivated with ownership and accountability.

Responsibilities

• Voice of the Customer in Design (Shift Left) with feedback on features and UX.
• Define holistic product and supportability requirements (onboarding, self-service tooling, connectivity checks).
• Own the R&D Escalation Strategy to restore delivery predictability.
• Drive operational excellence in health monitoring and PagerDuty usage.
• Empower Support with training and knowledge transfer to reduce escalations.
• Lead incident lifecycle and CAPA to drive systemic improvements.
• Influence the roadmap using field data and observed friction points.

Skills

Escalation management

Cross-functional leadership

SaaS/Cloud troubleshooting

Python/Bash/Go scripting

SQL

Communication

Product-Engineering mindset

Influence without authority

Ownership and accountability

AWS

Tools

AWS

Job description

Palo Alto Networks is seeking a Principal Escalation Engineer to shape customer stability and product maturity within the Jupiter Group. This high-impact, cross-functional leadership role sits at the intersection of R&D, Product, and Customer Success.

You’ll act as the Voice of the Customer during the engineering lifecycle, ensuring solutions are robust and easy to deploy. You’ll treat supportability and onboarding as core product features to protect R&D capacity, accelerate delivery, and ensure