Senior Escalations Engineer: AI-Driven Support

Palo Alto Networks, Inc.

Santa Clara (CA)

On-site

USD 156,000 - 253,000

Full time

14 days+

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Job summary

Palo Alto Networks is seeking a Customer Engineering specialist to serve as the technical escalation pivot between Product Engineering, Systems Reliability, and Technical Support. You will translate complex field signals into actionable learning for an AI-driven support ecosystem, diagnosing defects and driving root‑cause solutions with a focus on automating processes and improving product reliability.

Ideal candidates have a BS/MS in a technical field, 7+ years in technical support or

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.
Mindset: fast learner, highly curious, strong initiative, end‑to‑end ownership, and deep empathy for customers.

Responsibilities

Escalation Excellence & Customer Engagement: lead top‑tier escalations with deep technical analysis and defect diagnosis.
Product Quality & Serviceability: identify fixes and embed serviceability into early product design phases.
Agentic AI & Automation: define autonomous AI troubleshooting workflows and guardrails for AI co‑pilots.
Enablement: author structured playbooks and tool definitions for first‑level engineers and AI agents.