Senior Staff Escalation Engineer - Cloud Security (Remote)

Palo Alto Networks, Inc.

Boston (MA)

On-site

USD 126,000 - 204,500

Full time

14 days+

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Job summary

Palo Alto Networks is seeking a Senior Staff Escalation Engineer to own the most complex production issues, partnering with global R&D to diagnose defects and strengthen platform reliability. This is a hands-on software engineering role with responsibility from initial escalation through engineering resolution, working closely with software engineers to improve product quality and operational resilience.

You will be part of a remote-friendly team within the United States, supporting ISA, SIA,

Qualifications

Requires authorization to work in the United States without sponsorship.
Bachelor's degree in Computer Science, Engineering, IT, or a related field, or equivalent practical experience.
5+ years of experience supporting large-scale enterprise SaaS or cloud-native platforms in escalation or related roles.
Experience working with software engineering and R&D teams to investigate defects, reproduce issues, and drive resolution.
Ability to diagnose and resolve highly complex production issues across distributed systems and cloud services.

Responsibilities

Serve as the highest level of engineering escalation for complex production issues across ISA, SIA, Privilege Cloud, and TM.
Own production investigations from escalation to engineering resolution.
Reproduce complex issues and analyze logs, metrics, traces, telemetry, APIs, and system behavior to identify root causes.
Collaborate with global R&D teams to diagnose defects and drive fixes.
Translate findings into actionable engineering defects with reproduction steps and evidence.
Lead major production incidents and coordinate cross-functional teams to restore stability.