Senior Escalations Engineer - AI-Driven Support

Palo Alto Networks; Santa Clara (CA); On-site; USD 156,000 - 253,000; Full time

Job summary

Palo Alto Networks is seeking a Senior Site Reliability Engineer for our CE escalation team in California. You will diagnose defects, drive root-cause analysis, and define AI-driven workflows to improve automation and product serviceability in high-stakes customer environments.

Join a team that blends cutting-edge hardware and software projects with a culture of ownership, collaboration, and customer empathy.

Qualifications

• BS/MS or equivalent technical degree in CS/EE or related field.
• 7+ years of SRE, systems engineering, or escalation roles at a cybersecurity/network vendor.
• Strong ownership and customer empathy during high-severity outages or crises.

Responsibilities

• Escalation Excellence: drive top-tier escalations with deep technical analysis and defect diagnosis.
• Product Quality: identify serviceability fixes and embed them early in design phases.
• Agentic AI: define autonomous AI troubleshooting workflows and guardrails.
• Enablement: write guides and playbooks for human and AI support teams.

Skills

Fast learner

Curious

Ownership

Customer empathy

Structured problem solving

Education

BS/MS in CS/EE

Tools

Wireshark

tcpdump

Python scripting

Job description

Palo Alto Networks is seeking a Senior Site Reliability Engineer for our CE escalation team in California. You will diagnose defects, drive root-cause analysis, and define AI-driven workflows to improve automation and product serviceability in high-stakes customer environments.

Join a team that blends cutting-edge hardware and software projects with a culture of ownership, collaboration, and customer empathy.