Principal Escalations Engineer — AI-Driven Support

Palo Alto Networks

San Francisco (CA)

In loco

USD 156.000 - 253.000

Tempo pieno

6 giorni fa

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Descrizione del lavoro

Palo Alto Networks is seeking a Principal Escalations Engineer to join the Customer Engineering team. You will diagnose complex issues, drive resolutions, and shape future supportability using AI tools.

You’ll operate as a code-aware escalation point for novel problems and help define autonomous AI troubleshooting workflows. Collaborate with Product Engineering, Systems Reliability, and QA to embed serviceability in design and empower AI-enabled support.

Competenze

BS/MS or equivalent technical degree required.
7+ years in technical support, systems engineering, or escalation roles in cybersecurity or network security.
Strong understanding of networking concepts and troubleshooting methodologies.

Mansioni

Drive top-tier technical escalations through deep analysis and defect diagnosis.
Collaborate with Engineering on hotfixes and during critical communications.
Identify serviceability fixes and embed them into early product design with QA.
Define autonomous AI troubleshooting workflows and guardrails for AI co-pilots.
Create structured playbooks, guides, and tool definitions for human and AI agents.