Senior Escalations Engineer — AI-Driven Security & SRE

Palo Alto Networks, Inc.; Santa Clara (CA); On-site; USD 150,000 - 210,000; Full time

Job summary

Palo Alto Networks, Inc. is seeking a Customer Engineering escalation-focused SRE to act as the technical bridge translating field signals into actionable insights.

You will drive complex escalations, coordinate with Engineering on hotfixes, and help improve product serviceability. You will design AI-assisted troubleshooting workflows and playbooks, enabling rapid resolution while maintaining strong customer empathy in high-severity environments.

Qualifications

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

Responsibilities

• Escalation Excellence & Customer Engagement: Drive top-tier technical escalations through deep technical analysis and defect diagnosis, acting as a calm technical lead with customers.
• Product Quality & Serviceability: Identify serviceability fixes and embed them into early product design with QA teams.
• Agentic AI & Automation: Define autonomous AI troubleshooting workflows, function-calling schemas, and guardrails for AI-enabled support.
• Enablement: Create structured playbooks, guides, and tooling for first-level support engineers and AI agents.

Skills

Networking & Security Fundamentals

Debugging & Infrastructure Troubles

Workflow Logic & Tooling

Education

BS/MS or equivalent technical degree

Tools

Wireshark

tcpdump

Python scripting

Job description

Palo Alto Networks, Inc. is seeking a Customer Engineering escalation-focused SRE to act as the technical bridge translating field signals into actionable insights.

You will drive complex escalations, coordinate with Engineering on hotfixes, and help improve product serviceability. You will design AI-assisted troubleshooting workflows and playbooks, enabling rapid resolution while maintaining strong customer empathy in high-severity environments.