Principal Escalations Engineer — AI-Driven Support

Palo Alto Networks; San Francisco (CA); On-site; USD 156,000 - 253,000; Full time

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

7+ years of escalation experience

L1–L7 networking knowledge

Packet capture analysis

Debugging and troubleshooting

AI troubleshooting workflows

Empathy for customers

Education

BS/MS or equivalent in CS/EE

Tools

Wireshark

tcpdump

PCAP tooling

Job description

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.