Senior Escalations Engineer - AI-Driven Security

Palo Alto Networks, Inc.; California; On-site; USD 156,000 - 253,000; Full time

Job summary

Palo Alto Networks is seeking a seasoned Customer Engineering professional to serve as the technical escalation pivot, translating complex issues into actionable AI-guided improvements. You will drive root-cause analysis, guide engineering during fixes, and shape scalable automation across the support organization.

The role targets high-ownership SREs with deep customer empathy, ready to engage with cutting-edge hardware and software early in the product lifecycle.

Qualifications

• BS/MS or equivalent technical degree (Computer Science, Electrical Engineering, or related field).
• 7+ years of experience in technical support/escalation, systems engineering, or top-tier escalation roles at a cybersecurity or network security vendor.
• Mindset & core attributes: fast learner, highly curious, strong initiative, end-to-end ownership, deep empathy for customers during high-severity outages.

Responsibilities

• Escalation Excellence & Customer Engagement: Drive top-tier technical escalations and lead critical communications.
• Product Quality & Serviceability: Identify fixes and embed serviceability in early design with QA.
• Agentic AI & Automation: Define autonomous AI troubleshooting workflows and guardrails for AI copilots.
• Enablement: Create playbooks and tool definitions to empower first-line engineers and AI agents.

Skills

Networking & Security Fundamentals

Debugging & Troubleshooting

Workflow Logic

Multi-Cloud & Advanced Security

AI Infrastructure & Agentic Concepts

Python Scripting

Education

BS/MS or equivalent in CS/EE

Tools

Wireshark

tcpdump

Packet crafting tools

Job description

Palo Alto Networks is seeking a seasoned Customer Engineering professional to serve as the technical escalation pivot, translating complex issues into actionable AI-guided improvements. You will drive root-cause analysis, guide engineering during fixes, and shape scalable automation across the support organization.

The role targets high-ownership SREs with deep customer empathy, ready to engage with cutting-edge hardware and software early in the product lifecycle.