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, protecting our customers, and believe that every team member contributes to our collective success. Our values are crowdsourced by employees, emphasizing disruptive innovation, collaboration, execution, integrity, and inclusion. As a team member, you will shape the future of cybersecurity, working fast, valuing ongoing learning, and respecting each individual. We offer development and personal wellbeing programs to support your unique needs.

This is a senior level position requiring out-of-the-box thinking and technical insight. The ideal Principal Engineering Escalation Engineer will combine customer management with broad/deep 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 strong command of English are essential for this role.

Your impact will include intercepting and assisting or driving technical escalations that reach executive levels. You will speak with executive levels at customers, delivering discussions about the situation, explaining root causes, providing internal status, and addressing technical questions.

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

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 (IPSec and SSL tunnels), Pcap analysis (via Wireshark and other tools), hardware troubleshooting for telecommunications equipment, and proficiency in C, C++, and Python programming languages. Helpful certifications include advanced certifications for network equipment vendors (e.g., JNCIE, JNCP, CCIE, CCNA, CCNP, CCA) and cloud deployment for AWS, GCP, Azure, or KVM based solutions.

Our engineering team is at the core of our products, directly connected to preventing cyberattacks. We innovate constantly, challenging the industry's status quo. We need individuals comfortable in ambiguity, excited by challenges, and empowered by the unknown risks enabled by a secure digital environment.

Compensation offered 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 also include restricted stock units and a bonus. A description of our employee benefits may be found here.