Senior Principal Escalations Engineer, Palo Alto Networks
$170-277k
More information about location
Leading cybersecurity protections and software platform
Job no longer available
Leading cybersecurity protections and software platform
1001+ employees
Job no longer available
$170-277k
More information about location
1001+ employees
Company mission
To be the cybersecurity partner of choice, protecting our digital way of life.
Role
Who you are
- BE /B Tech or equivalent
- Overall 10+ years experience in the IT Industry with relevant experience in support service, technical support or similar troubleshooting related roles.
- Deep knowledge of network operations/protocols, such as TCP/UDP, IPv4/IPv6, VLSM/CIDR, NAT; and authentication protocols like LDAP, TACACS+, Radius
- Extensive experience performing L1-L7 (OSI model) troubleshooting
- Extensive experience configuring and troubleshooting dynamic routing protocols (primarily BGP and OSPF)
- Deep experience with Hardware, Software, and Cloud-based troubleshooting for network security equipment
- Experience with troubleshooting Remote Access VPN solutions including IPSEC, PKI & SSL technologies
- Experience with cloud networking and instances on AWS, Azure, or GCP
- PCAP analysis (via Wireshark and other tools), experience with Packet crafting/replay and traffic generation tools
- Linux and Python expertise
- Development and use of LLM based debug tools
- Knowledge of C, C++ and python programming languages(Good to have)
- Any relevant certifications is an advantage ( cloud AWS, GCP or Azure, JNCIE, CCIE etc)
What the job involves
- This is a highly visible, Senior Principal level position in the customer engineering team that will benefit from out of box thinking and technical insight
- The ideal Senior Principal Escalation Engineer has background that includes extensive customer management experience and broad and deep technical skills related to telecommunication equipment and Internet traffic
- This Customer Engineering role is positioned to intercept and assist or drive technical escalations that come to the engineering for helping triage and drive towards resolution . Escalations of this type are extremely critical and are driven by the account teams in the field
- In this role you will engage executive levels at customers, delivering get well plans, explaining the root cause or progress and addressing technical questions during customer interactions. Focal point to provide status to internal stakeholders and drive product improvements through serviceability
- Incident Management: Leading "war rooms" and managing Sev1/Sev2 incidents to resolve complex technical blockers across cloud infrastructures, distributed systems, and networks
- Root Cause Analysis (RCA): Triaging escalated issues and performing deep-dive diagnostics, log tracing, and code-level investigations to eliminate recurring problems
- Cross-functional Collaboration: Acting as the primary liaison between customers and internal product/engineering teams to validate permanent bug fixes and improve overall product quality
- Technical Requirements: requires 10+ years of industry experience and deep domain knowledge, such as Layer 1-7 OSI networking, packet capture analysis, dynamic routing (BGP/OSPF), Cybersecurity solutions including firewall/vpn technologies and advanced troubleshooting via tools like Wireshark
- Mentorship: Advising and mentoring junior engineers while promoting best practices in problem resolution and incident management
- Understand escalation process, identify areas of gaps and work on improvements in existing processes
- You will work with internal support teams, service delivery teams and account teams to provide solutions to critical customer situations
- Support & drive customer get well plans
- Support, debug, and break fix any issues collaborating with internal engineering teams
- Coordinate day-to-day problem, issue resolution and ensure timely resolution of issues
- Co-dev any innovative tools helping in problem troubleshooting and resolution
- NGFW Customer Engineering team is the voice of the customers into engineering by optimizing Engineering-Customer interactions by resolving critical customer situations and improving the factors leading to escalations
Our take
With cyber threats evolving at lightening speed, businesses need robust solutions to protect their data and infrastructure. And the global cybersecurity market is projected to grow significantly, driven by increasing cyberattacks and the adoption of digital transformation initiatives. Because of this, companies are seeking security platforms that can address these challenges efficiently.
That's where Palo Alto Networks steps in, a frontrunner in the cybersecurity arena. It offers a suite of AI-powered security solutions designed to safeguard enterprises across various sectors. Its platforms, such as Cortex XSIAM and Prisma AIRS, integrate advanced threat detection, zero trust architecture, and real-time response capabilities so organizations are ready to manage and mitigate risks.
Its leadership is evident too, with impressive growth and strategic partnerships. In 2025, the company surpassed $1.5B in sales through the Google Cloud Marketplace, highlighting the demand for its innovative security solutions. Additionally, a collaboration with AT&T aims to enhance cybersecurity offerings, further solidifying its market position.
Freddie
Company Specialist at Welcome to the Jungle
Insights
119% employee growth in 12 months
Company
Funding (2 rounds)
Sep 2022
$34m
SERIES A
May 2022
$11m
SEED
Total funding: $45m
Company benefits
- Healthcare: We value your health and provide options so you can choose what best supports your lifestyle and personal health goals. Various nationwide plans — including Blue Shield of California, Kaiser Permanente, Delta Dental, VSP, and more — are available to you and your family. Our providers offer the flexibility you want and the coverage you need
- Wellness: With a large on-site gym and daily, instructor-led exercise classes at HQ in Santa Clara, Palo Alto Networks actively supports employee fitness. Our juice bar, Gym & Juice, features fresh juice blends, a quick and nutritious option pre- or post-workout. And our ongoing wellness speaker series highlights the latest trends in health and wellness
- Development: Professional development is serious business at Palo Alto Networks, where the Talent Development team offers 25+ courses to help employees boost their careers and develop leadership capability
- Financial: Most roles are eligible for equity grants, and we now offer new hires a quarterly vesting schedule right away. We want you to be fairly compensated and rewarded as soon as you make an impact – on our team, that happens immediately! And because we consider every employee a stakeholder in our long-term success, we offer an Employee Stock Purchase Plan (ESPP) with a 24-month lookback. From life insurance to health savings accounts, we provide ways to help you protect and grow your wealth. Palo Alto Networks offers both traditional and Roth 401(k) options, along with a company match of 50% to a max annual amount of $1,000
- Time Off: In addition to paid corporate holidays, Flexible Time Off programs empower our employees to balance their work schedules with personal time off. We offer 12 weeks of full pay for medical leave and 6 weeks of full pay for parental leave. As a company with strong ties to the military and veterans, we also offer 26 weeks of full pay for military leave
- Perks: Our corporate discount program provides employees with significant discounts on merchandise, travel and entertainment. We offer many on-site perks at headquarters, including cafeterias, fuel service, dry cleaning service, EV charging stations, and a company store. We also provide complimentary drinks, fresh fruit, and snacks in break rooms across our campus to help everyone power through the day. Life at Palo Alto Network
Company HQ
Santa Clara, CA
Leadership
Nikesh Arora
(CEO & Chairman)Previously the President and COO at SoftBank, CBO at Google, and CMO at T-Mobile.
Nir Zuk
(Founder & CTO)Previously CTO at NetScreen Technologies, which was acquired by Juniper Neworks in 2004. They also co-founded OneSecure where they served as CTO and was the Principal Engineer at Check Point Software Technologies.
Lee Klarich
(CPO)Initially joined Palo Alto in 2006 as the EVP of Product Management and became CPO in 2018. Prior to this, they were the Director of Product Management at Juniper Networks and a Product Line Manager at NetScreen Technologies.
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