Principal Escalation Engineer: Customer-Driven Impact

Palo Alto Networks, Inc.; Boston (MA); On-site; USD 147,000 - 238,000; Full time

Job summary

Palo Alto Networks, Inc. is seeking a Principal Escalation Engineer within the Jupiter Group. You will shape product design, improve deployability, and ensure customer stability while collaborating across R&D, Product, and Customer Success.

You will act as the Voice of the Customer, define holistic requirements, and own the escalation strategy to protect delivery and guide product maturity in real-world deployments.

Qualifications

• 8+ years in software industry (Support/R&D/Sustaining Eng).
• Product-Engineering mindset; focus on user experience.
• 5+ years troubleshooting complex SaaS/Cloud environments (AWS preferred).
• Strong technical depth: scripting, reading code, SQL; build tooling.

Responsibilities

• Voice of the Customer in Design and feedback on features.
• Define product and supportability requirements across onboarding and troubleshooting.
• Own the R&D escalation strategy to restore delivery predictability.
• Drive operational excellence: manage alerts, definitions of ready, reduce noise.
• Empower Support through training and knowledge transfer to lower escalation rates.
• Lead incident lifecycle and CAPA for systemic improvements.
• Influence roadmap using field data and friction points.

Skills

Customer advocacy

Cross-team leadership

SaaS/Cloud troubleshooting

Communication skills

Ownership & accountability

Data-driven decisions

Tools

Python

Bash

Go

SQL

Job description

Palo Alto Networks, Inc. is seeking a Principal Escalation Engineer within the Jupiter Group. You will shape product design, improve deployability, and ensure customer stability while collaborating across R&D, Product, and Customer Success.

You will act as the Voice of the Customer, define holistic requirements, and own the escalation strategy to protect delivery and guide product maturity in real-world deployments.