Senior Escalations Engineer - AI-Driven Support

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

Job summary

Palo Alto Networks is seeking a Principal Escalations Engineer within Customer Engineering (CE) to be the expert escalation point for an AI-driven support ecosystem. You will diagnose defects and drive resolutions, collaborating with Engineering on hotfixes and shaping AI troubleshooting workflows.

In this senior role, you’ll translate complex technical steps into structured guides for AI execution and for human engineers, influencing product serviceability and future supportability across our

Qualifications

• BS/MS or equivalent technical degree in Computer Science or Electrical Engineering.
• 7+ years in technical support, systems engineering, or escalation roles in cybersecurity.
• Solid hands-on networking knowledge (L1–L7).
• Proficient in packet analysis with Wireshark or tcpdump.

Responsibilities

• Drive top-tier technical escalations through deep technical analysis and defect diagnosis for customers in crisis.
• Collaborate with Engineering on hotfixes and represent engineering during critical executive communications.
• Identify product serviceability fixes and embed serviceability into early product design phases with QA teams.
• Define autonomous AI troubleshooting workflows, function-calling schemas, and guardrails for customer co-pilots.
• Author structured playbooks, guides, and tool definitions to empower human support engineers and AI agents.

Skills

Networking fundamentals

Troubleshooting

AI workflows

Technical escalation

Problem solving

Education

BS/MS or equivalent technical degree in CS/EE

Tools

Wireshark

tcpdump

Job description

Palo Alto Networks is seeking a Principal Escalations Engineer within Customer Engineering (CE) to be the expert escalation point for an AI-driven support ecosystem. You will diagnose defects and drive resolutions, collaborating with Engineering on hotfixes and shaping AI troubleshooting workflows.

In this senior role, you’ll translate complex technical steps into structured guides for AI execution and for human engineers, influencing product serviceability and future supportability across our