Principal Software Escalation Engineer

🔥 0 minutes ago

🇺🇸 United States – 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

• Serve as a key architect of customer stability and product maturity within the Jupiter Group • Act as the Voice of the Customer in engineering design and discovery sessions • Validate proposed features against real-world customer use cases, edge cases, implementation difficulty, and adoption friction • Define holistic product and supportability requirements for onboarding, self-service troubleshooting, and connectivity checks • Own the R&D technical escalation strategy and create a structured, predictive escalation pipeline • Own PagerDuty alert logic, reduce alert noise, and define the Definition of Ready for operational handoffs • Lead high-level Support training and knowledge transfer to enable independent resolution of complex issues • Drive incident lifecycle and CAPA processes, converting failures into code, documentation, or process improvements • Use field data, escaped bugs, and friction points to influence roadmap decisions and prioritize technical debt and usability improvements • Collaborate cross-functionally with R&D, Product, and Customer Success

🎯 Requirements

• 8+ years of experience in the software industry (Technical Support, R&D, or Sustaining Engineering) • 5+ years of hands-on experience troubleshooting complex SaaS/Cloud environments (AWS preferred) • Strong technical depth in scripting with Python, Bash, or Go • Ability to read code and use SQL to investigate issues independently and build tooling • Product-Engineering mindset with focus on customer experience and supportability • Exceptional communication and leadership skills • Proven ability to drive cross-team initiatives and influence stakeholders without direct authority • Highly self-motivated with a strong sense of ownership and accountability • Experience in the Cyber Security domain preferred • Background in Customer Success Engineering or Solutions Engineering preferred • Experience defining architectural standards for observability and deployability preferred • Experience defining “Definition of Ready” processes for escalation handling preferred

🏖️ Benefits

• Restricted stock units may be included • Bonus may be included • Employee benefits are available (specific benefits not detailed) • Immigration sponsorship eligible • Reasonable accommodations for qualified individuals with a disability or special need