Senior Escalation Architect – SaaS & Observability

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

Job summary

Palo Alto Networks is seeking a Principal Escalation Engineer to shape product maturity and customer stability across the Jupiter Group. You will bridge R&D, Product, and Customer Success, acting as the Voice of the Customer throughout the engineering lifecycle and ensuring on-budget, on-time delivery with usable, deployable solutions.

Join us to influence architecture, drive proactive improvements, and mentor teams in a fast-paced cloud security environment.

Qualifications

• 8+ years of experience in the software industry (Technical Support, R&D, or Sustaining Engineering).
• You care deeply about the user experience, not just code execution.
• 5+ years of hands-on experience troubleshooting complex SaaS/Cloud environments (AWS preferred).
• Strong technical depth (scripting in Python/Bash/Go, reading code, SQL) to investigate issues and build tooling.
• Exceptional communication and leadership skills; can challenge a PM and guide a developer on logging standards.

Responsibilities

• Voice of the Customer in Design (Shift Left): provide feedback on features for real-world use cases.
• Define holistic product & supportability requirements covering onboarding, self-service tools, and connectivity checks.
• Own the R&D escalation strategy and establish a predictive pipeline for deliveries.
• Drive operational excellence by shaping health monitoring, PagerDuty alerts, and handoffs.
• Empower the Support Organization through high-level training and knowledge transfer.
• Lead incident lifecycle and CAPA to ensure systemic improvements after failures.
• Influence the roadmap with field data to balance debt and usability with new features.

Skills

Communication

Leadership

Cross-team collaboration

SaaS troubleshooting

Python

Bash

Go

SQL

Education

Tools

AWS

Job description

Palo Alto Networks is seeking a Principal Escalation Engineer to shape product maturity and customer stability across the Jupiter Group. You will bridge R&D, Product, and Customer Success, acting as the Voice of the Customer throughout the engineering lifecycle and ensuring on-budget, on-time delivery with usable, deployable solutions.

Join us to influence architecture, drive proactive improvements, and mentor teams in a fast-paced cloud security environment.