Principal Escalation Engineer

Principal Engineering Escalation Engineer

Our mission at Palo Alto Networks® is to be the cybersecurity partner of choice, protecting our digital way of life. We envision a world where each day is safer and more secure than the one before. We challenge and disrupt the way things are done, seeking innovators committed to shaping the future of cybersecurity. We take our mission seriously, believing that every team member's unique ideas contribute to our collective success. Our values, crowdsourced by employees, include disruptive innovation, collaboration, and execution. We value integrity, inclusion, and respect each individual. Our development and wellbeing programs offer choices to support your needs. This includes our FLEXBenefits wellbeing spending account, mental and financial health resources, and personalized learning opportunities.

This is a senior level position requiring out-of-the-box thinking and technical insight. The ideal Principal Engineering Escalation Engineer will have a mix of customer management and technical skills related to telecommunication equipment and Internet traffic. A background in troubleshooting or designing modern networks, a good understanding of Internet applications and protocols, and a strong command of English are essential for this role.

Your impact in this Engineering Escalation role includes intercepting and assisting or driving technical escalations that reach executive levels in engineering. These escalations are critical and driven by account teams in the field. You will speak with executive levels at customers, delivering discussions about the situation, explaining root causes or progress, providing internal status, and addressing technical questions.

Your experience should include a BE/B.tech or equivalent technical graduation or equivalent military experience. Career level experience in support service, technical support, or similar troubleshooting roles is required. You should be a technical lead in the area of cyberspace equipment vendor or network security organization, able to explain complex technical issues to non-technical people, and have open discussions on network design, network security, and related technical topics.

Required technical skills include configuring and troubleshooting dynamic routing protocols (BGP and OSPF), L1-L3 troubleshooting, broad understanding of Internet applications and protocols, troubleshooting VPNs, Pcap analysis, hardware troubleshooting for telecommunications equipment, and proficiency in C, C++, and Python programming languages. Helpful certifications include advanced certifications for network equipment vendors and cloud deployment for AWS, GCP, Azure, or KVM based solutions.

Our engineering team is at the core of our products, directly connected to the mission of preventing cyberattacks. We innovate, challenge the industry's status quo, and build products to solve problems no one has pursued before. We need individuals comfortable in ambiguity, excited by challenges, and empowered by the unknown risks facing our everyday lives enabled by a secure digital environment.

Compensation for this position will depend on qualifications, experience, and work location. The starting base salary is expected to be between $147,000/YR - $237,500/YR. The offered compensation may include restricted stock units and a bonus. A description of our employee benefits may be found here.

We are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need, please contact us at accommodations@paloaltonetworks.com. Palo Alto Networks is an equal opportunity employer. We celebrate diversity in our workplace, and all qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or other legally protected characteristics. All your information will be kept confidential according to EEO guidelines.