Senior Escalations Engineer: AI-Driven Cyber Resolve

Palo Alto Networks; California (MO); On-site; USD 156,000 - 253,000; Full time

Job summary

Palo Alto Networks is seeking a Customer Engineering escalation expert to serve as the technical pivot between Product Engineering, Systems Reliability, and Technical Support. You will diagnose complex issues, work with AI tools, and translate troubleshooting into structured playbooks and guardrails for automated resolution.

You will collaborate across cross-functional teams on early-stage products, shaping reliable, secure network solutions and contributing to AI-driven support workflows in

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, initiative, ownership, and customer empathy during outages.

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

Escalation engineering

AI workflows

Multi-Cloud & security

Networking fundamentals

Troubleshooting tools

Education

BS/MS in Computer Science / Electrical Engineering

Tools

Wireshark

tcpdump

Job description

Palo Alto Networks is seeking a Customer Engineering escalation expert to serve as the technical pivot between Product Engineering, Systems Reliability, and Technical Support. You will diagnose complex issues, work with AI tools, and translate troubleshooting into structured playbooks and guardrails for automated resolution.

You will collaborate across cross-functional teams on early-stage products, shaping reliable, secure network solutions and contributing to AI-driven support workflows in