Principal Escalation Engineer

🕒 May 8

🐊 Florida, New York, +1 more states – Remote

🐊 Florida – Remote 🗽 New York – Remote 🌲 North Carolina – Remote

💵 $147k - $237.5k / year

⏰ Full Time

🔴 Lead

👷🏻‍♀️ Engineer

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Palo Alto Networks

WebsiteLinkedInAll Job Openings

10,000+ employees

🔒 Cybersecurity

🏢 Enterprise

💰 $1M Seed Round - Morta Security on 2013-02

Cybersecurity • Enterprise

Palo Alto Networks is a global cybersecurity company that provides AI-driven platforms, products, and services to protect networks, cloud workloads, endpoints, and applications. Its portfolio includes next-generation firewalls, SASE and Prisma Cloud (CNAPP) offerings, the Cortex security operations suite (XDR, XSOAR, XSIAM), and Unit 42 threat intelligence and incident response services. Palo Alto Networks helps enterprises secure AI deployments, automate SOC workflows, and prevent, detect, and respond to sophisticated threats across hybrid and multi-cloud environments.

📋 Description

• Intercept, assist, and drive highly critical technical escalations that are raised to the executive engineering level. • Serve as a primary technical point of contact for executive-level customers, effectively communicating situation status, root cause analysis, and resolution progress. • Proactively collaborate with internal account teams to ensure alignment and provide status updates on critical customer issues. • Address and clarify complex technical questions during high-stakes customer interactions, ensuring clarity and confidence. • Analyze complex network issues, including dynamic routing and security protocols, to identify root causes and deliver robust solutions. • Engage in open discussions regarding network design, security architecture, and other technical topics with both technical and non-technical stakeholders.

🎯 Requirements

• BE/B.Tech degree, equivalent technical graduation, or equivalent military experience • Career-level experience in a technical support, service, or troubleshooting-related role within a network security or equipment vendor organization • Demonstrated experience as a technical lead in a relevant area of expertise • Proficiency in configuring and troubleshooting dynamic routing protocols, primarily BGP and OSPF • Strong skills in Layer 1-3 (OSI model) troubleshooting and packet capture analysis using tools like Wireshark • Experience troubleshooting VPNs (IPSec and SSL tunnels) and telecommunications hardware • Advanced industry certifications such as JNCIE, CCIE, CCNP, or similar • Experience with cloud deployments and solutions in AWS, GCP, Azure, or KVM environments • Programming or scripting knowledge in languages like C, C++, or Python • Proven ability to explain complex technical issues effectively to non-technical audiences.

🏖️ Benefits

• Employee benefits may include stock options and a bonus