Senior Escalations Engineer – AI-Driven Cybersecurity

Palo Alto Networks

United States

Hybrid

USD 156,000 - 253,000

Full time

8 days ago

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Job summary

Palo Alto Networks is seeking a senior CE engineer to act as the expert escalation point for an AI-driven support ecosystem. You will diagnose defects, drive resolution with AI tools, and translate troubleshooting into structured playbooks and guardrails for agents.

You will work with cutting-edge hardware and software in the lab, guide high-ownership SREs, and shape features for ongoing product supportability, ensuring robust automation and permanent product improvements.

Qualifications

BS/MS or equivalent technical degree.
7+ years of experience in Site Reliability Engineering (SRE), systems engineering, or top-tier technical escalation roles.
Mindset & Core Attributes: Fast learner, highly curious, strong initiative, end-to-end ownership, and deep empathy for customers during high-severity outages or technical crises.

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.