Remote Senior Escalation Engineer, Identity Security

Palo Alto Networks; Massachusetts; Remote; USD 150,000 - 210,000; Full time

Job summary

Palo Alto Networks is seeking a Senior Staff Escalation Engineer to own the most challenging production issues across Identity Security platforms. You will partner with global R&D teams to diagnose defects, drive engineering resolution, and strengthen platform reliability.

This is a hands-on software engineering escalation role, not a traditional support position. The role requires deep experience with large-scale SaaS or cloud-native systems, strong root cause analysis, and the ability to

Qualifications

• Bachelor's degree in Computer Science, Engineering, Information Technology, or related field, or equivalent practical experience.
• 5+ years of experience supporting large-scale enterprise SaaS or cloud-native platforms in Escalation Engineering or related roles.
• Experience working with software engineering and R&D teams to investigate defects, reproduce issues, and drive resolution.
• Ability to diagnose and resolve highly complex production issues across distributed systems and cloud services.

Responsibilities

• Serve as the highest level of engineering escalation for complex production issues across ISA, SIA, Privilege Cloud, and TM.
• Own production investigations from escalation to engineering resolution.
• Reproduce issues and analyze logs, metrics, traces, telemetry, APIs, and system behavior to isolate root causes.
• Partner with global R&D teams to diagnose defects and drive timely fixes.
• Translate findings into actionable defects with clear reproduction steps and evidence.
• Mentor engineers and share expertise across Engineering, R&D, and Technical Support.
• Participate in an on-call rotation supporting production services.

Skills

Escalation Engineering

Root cause analysis

Distributed systems

Cloud services

Communication skills

On-call readiness

Problem diagnosis

Education

Bachelor's degree in CS/Engineering/IT or related field

Tools

Python

Bash

PowerShell

AWS

Job description

Palo Alto Networks is seeking a Senior Staff Escalation Engineer to own the most challenging production issues across Identity Security platforms. You will partner with global R&D teams to diagnose defects, drive engineering resolution, and strengthen platform reliability.

This is a hands-on software engineering escalation role, not a traditional support position. The role requires deep experience with large-scale SaaS or cloud-native systems, strong root cause analysis, and the ability to