Senior Escalations Engineer: AI-Driven Cyber Defense

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

Job summary

Palo Alto Networks is seeking an experienced Site Reliability Engineer and escalation expert to serve as the technical pivot for an AI-driven support ecosystem. You will diagnose complex issues, drive permanent product improvements, and lead high-stakes customer engagements with deep empathy.

The role emphasizes collaboration with Engineering, AI tooling, and field teams, with opportunities to shape automation and serviceability across early product lifecycle stages.

Qualifications

• BS/MS in CS/EE or related field required.
• 7+ years in SRE or escalation roles in cybersecurity or network security vendor.
• Strong ownership, curiosity, initiative, and empathy for customers during high-severity outages or crises.

Responsibilities

• Escalate and diagnose complex issues, coordinating with Engineering on hotfixes.
• Lead product quality and serviceability fixes in early design phases.
• Define autonomous AI troubleshooting workflows and guardrails.
• Create structured playbooks and tool definitions for agents.

Skills

SRE experience

Customer escalation

Networking fundamentals

AI workflows

Python scripting

Multi-cloud

Security networking

Education

BS/MS in CS/EE

Tools

Wireshark

tcpdump

Job description

Palo Alto Networks is seeking an experienced Site Reliability Engineer and escalation expert to serve as the technical pivot for an AI-driven support ecosystem. You will diagnose complex issues, drive permanent product improvements, and lead high-stakes customer engagements with deep empathy.

The role emphasizes collaboration with Engineering, AI tooling, and field teams, with opportunities to shape automation and serviceability across early product lifecycle stages.