Senior AI Escalations Engineer

Jobs Paloaltonetworks; California (MO); On-site; USD 156,000 - 253,000; Full time

Job summary

Palo Alto Networks is seeking a Customer Engineering escalation engineer to serve as the technical pivot translating field signals into AI learning and actionable insights. You will act as the escalation point for an AI-driven support ecosystem, diagnosing defects and driving resolution with AI tools in high-stakes environments.

You will translate complex troubleshooting into structured playbooks, guardrails, and deterministic tool calls for AI co-pilots, partnering with senior engineers to

Qualifications

• BS/MS or equivalent technical degree (Computer Science, Electrical Engineering, or related field).
• 7+ years of experience in Site Reliability Engineering (SRE), systems engineering, or top-tier technical escalation roles at a cybersecurity or network security vendor.
• Mindset & Core Attributes: Fast learner, highly curious, strong initiative, end-to-end ownership, and deep empathy for customers during high-severity outages or technical crises.

Responsibilities

• Escalation Excellence & Customer Engagement: Drive top-tier technical escalations through deep technical analysis and defect diagnosis. Act as a calm, authoritative technical lead when supporting customers in crisis, collaborating with Engineering on hotfixes and representing engineering during critical executive communications.
• Product Quality & Serviceability: Identify product serviceability fixes and embed serviceability into early product design phases, working with QA teams to address test gaps.
• Agentic AI & Automation: Accelerate customer issue resolution by defining autonomous AI troubleshooting workflows, function-calling schemas, and guardrails integrated directly into customer co-pilots.
• Enablement: Author structured playbooks, guides, and tool definitions to empower first-level human support engineers and AI agents to resolve complex issues faster.

Skills

SRE experience

Networking & security fundamentals

Troubleshooting & debugging

Workflow design for AI/tooling

Python scripting basics

Education

BS/MS or equivalent technical degree

Tools

Wireshark

tcpdump

PCAP analysis

Python scripting

Job description

Palo Alto Networks is seeking a Customer Engineering escalation engineer to serve as the technical pivot translating field signals into AI learning and actionable insights. You will act as the escalation point for an AI-driven support ecosystem, diagnosing defects and driving resolution with AI tools in high-stakes environments.

You will translate complex troubleshooting into structured playbooks, guardrails, and deterministic tool calls for AI co-pilots, partnering with senior engineers to