Senior Escalation Architect - Product & Support

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

Job summary

Palo Alto Networks is seeking a Principal Escalation Engineer to shape customer stability and product maturity within the Jupiter Group. The role sits at the crossroads of R&D, Product, and Customer Success to transform how our solutions are designed, built, and delivered.

You will be the Voice of the Customer in the engineering lifecycle, advocating for usability and supportability as core features while guiding architecture decisions to ensure robust, deployable products across the

Qualifications

• 8+ years of experience in the software industry (Technical Support, R&D, or Sustaining Engineering).
• A Product-Engineering mindset that anticipates customer friction and usability.
• 5+ years hands-on troubleshooting complex SaaS/Cloud environments (AWS preferred).
• Strong technical depth: scripting in Python/Bash/Go, reading code, SQL.
• Exceptional communication and leadership: guide product teams and set logging standards.

Responsibilities

• Voice of the Customer in Design and provide feedback on features and UX early.
• Define holistic product and supportability requirements for onboarding, self-service tools, and health checks.
• Own the R&D escalation strategy to restore delivery predictability.
• Drive operational excellence by refining health monitoring and alerting processes.
• Empower the Support organization through training to reduce escalation rates.
• Lead incident lifecycle and CAPA to drive systemic improvements.
• Influence the roadmap using field data to prioritize debt and usability.

Skills

8+ years software exp

Product-Engineering mindset

SaaS/Cloud troubleshooting

Scripting: Python/Bash/Go

Leadership & communication

Cross-team collaboration

Ownership & accountability

Tools

AWS

Job description

Palo Alto Networks is seeking a Principal Escalation Engineer to shape customer stability and product maturity within the Jupiter Group. The role sits at the crossroads of R&D, Product, and Customer Success to transform how our solutions are designed, built, and delivered.

You will be the Voice of the Customer in the engineering lifecycle, advocating for usability and supportability as core features while guiding architecture decisions to ensure robust, deployable products across the