Senior Principal Escalations Engineer

Senior Principal Escalation Engineer

At Palo Alto Networks®, everything starts and ends with our mission:
Being the cybersecurity partner of choice, protecting our digital way of life. We have the vision of a world where each day is safer and more secure than the one before. These aren't easy goals to accomplish – but we're not here for easy. We're here for better. We are a company built on the foundation of challenging and disrupting the way things are done, and we're looking for innovators who are as committed to shaping the future of cybersecurity as we are.

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.

Key responsibilities and requirements typically include:

• 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

Your Impact

• 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

Qualifications

• 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…