Senior Escalation Architect for Software Platforms

Palo Alto Networks; Montpelier (VT); On-site; USD 147,000 - 238,000; Full time

Job summary

Palo Alto Networks is seeking a Principal Escalation Engineer for the Jupiter Group to shape product design and enhance customer stability across R&D, Product, and Customer Success. This role acts as the Voice of the Customer and drives a structured escalation pipeline to improve deployability and supportability.

You will own incident lifecycle, influence roadmap with field data, and mentor the support organization to reduce escalations while ensuring robust, usable cloud solutions.

Qualifications

• 8+ years in software with escalation/engineering roles.
• Strong product‑engineering mindset with user focus.
• 5+ years troubleshooting complex SaaS/Cloud environments (AWS preferred).
• Strong communication and leadership to guide cross‑functional teams.
• Proven ability to drive initiatives without direct authority.
• Highly self‑motivated with ownership mindset.

Responsibilities

• Be the Voice of the Customer in design, providing feedback on features against real-world use cases.
• Define holistic product and supportability requirements for onboarding, self-service tools, and connectivity checks.
• Own the R&D escalation strategy and establish a predictive pipeline for issue resolution.
• Drive operational excellence by shaping health monitoring, alerts, and readiness criteria.
• Empower the Support org through training and knowledge transfer to reduce escalation.
• Lead incident lifecycle and CAPA to drive systemic improvements (code, docs, processes).
• Influence roadmap using field data to balance debt resolution and new features.

Skills

Escalation engineering

SaaS troubleshooting

Python/Bash/Go scripting

Cross-team leadership

Communication

Stakeholder influence

Ownership mindset

AWS knowledge

Tools

AWS

Job description

Palo Alto Networks is seeking a Principal Escalation Engineer for the Jupiter Group to shape product design and enhance customer stability across R&D, Product, and Customer Success. This role acts as the Voice of the Customer and drives a structured escalation pipeline to improve deployability and supportability.

You will own incident lifecycle, influence roadmap with field data, and mentor the support organization to reduce escalations while ensuring robust, usable cloud solutions.