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 in Santa Clara, CA is seeking a Customer Engineering professional to join our elite response team. You will bridge Product Engineering, Systems Reliability, and Technical Support, translating field signals into learnings for a self-improving AI-driven support ecosystem.

As the expert escalation point for a sophisticated AI-enabled environment, you will diagnose defects, drive resolution with AI tools, and craft structured playbooks and guardrails to empower agents.

Qualifications

• BS/MS or equivalent technical degree in a 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, curious, initiative, ownership, and deep customer empathy in 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.

Skills

Fast learner

Curious mindset

Initiative

End-to-end ownership

Customer empathy

Networking fundamentals

Security fundamentals

Debugging & troubleshooting

Workflow design

Python scripting

AI concepts

Multi-Cloud proficiency

Agile methodologies

Education

BS/MS or equivalent technical degree (Computer Science, Electrical Engineering, or related field)

Tools

Wireshark

tcpdump

Job description

Palo Alto Networks in Santa Clara, CA is seeking a Customer Engineering professional to join our elite response team. You will bridge Product Engineering, Systems Reliability, and Technical Support, translating field signals into learnings for a self-improving AI-driven support ecosystem.

As the expert escalation point for a sophisticated AI-enabled environment, you will diagnose defects, drive resolution with AI tools, and craft structured playbooks and guardrails to empower agents.