Senior Staff Escalation Engineer - Cloud Security (Remote)

Palo Alto Networks, Inc.; Boston (MA); On-site; USD 126,000 - 204,500; Full time

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.

Skills

Escalation Engineering

Root cause analysis

Distributed systems

Cloud services

Communication

On-call support

Remote collaboration

Education

Bachelor's degree or equivalent

Related technical field

Tools

Python

PowerShell

Bash

SSH

RDP

AWS

Git

Job description

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,