Principal Escalations Engineer, Customer Engineering, Network Security

Palo Alto Networks

. Drive top-tier technical escalations through deep technical analysis and defect diagnosis for customers in crisis .

Posted 10/13/2026full-timeSanta Clara • California • United StatesLead💰 $156,400 - $253,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in technical support and systems engineering, with a strong focus on troubleshooting and automation in network security environments. Proficient in developing structured guides and workflows to enhance product supportability and customer experience.

Highest-signal resume keywords

Technical Support ExperienceL1–L7 Networking KnowledgePacket Capture AnalysisMulti-Cloud ProficiencyNetworking Certifications

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Debugging SkillsInfrastructure TroubleshootingAI Concepts ExposurePython ScriptingAdvanced Packet Crafting

Soft Skills

Fast Learning AbilityHigh CuriosityStrong InitiativeDeep Empathy

Tools & Technologies

WiresharkTcpdumpAWSAzureGCP

Certifications & Qualifications

CCNACCNPAWS Certified Solutions Architect – Associate

Industry Keywords

CybersecurityNetwork SecurityServiceabilityCloud-Based EnvironmentsSASE

Tech Stack

Tools & technologies

AWSAzureCloudCyber SecurityGoogle Cloud PlatformPythonSwitching

About the role

Key responsibilities & impact

Drive top-tier technical escalations through deep technical analysis and defect diagnosis for customers in crisis
Collaborate with Engineering on hotfixes and represent engineering during critical executive communications
Identify product serviceability fixes and embed serviceability into early product design phases with QA teams
Define autonomous AI troubleshooting workflows, function-calling schemas, and guardrails for customer co-pilots
Author structured playbooks, guides, and tool definitions to empower human support engineers and AI agents
Diagnose novel and systemic issues as a code-aware escalation point
Shape product supportability features and elevate automation

Requirements

What you’ll need

BS/MS or equivalent technical degree in Computer Science, Electrical Engineering, or a related field
7+ years of experience in technical support, systems engineering, or top-tier technical escalation roles at a cybersecurity or network security vendor
Solid hands-on understanding of L1–L7 networking, routing, switching, IPSEC, PKI, and SSL technologies
Strong debugging and infrastructure troubleshooting skills for network security equipment and cloud-based environments
Proficient in packet capture (PCAP) analysis using Wireshark, tcpdump, or similar tools
Ability to translate complex troubleshooting steps into structured markdown guides and deterministic tool definitions for AI execution
Demonstrated fast learning ability, high curiosity, strong initiative, and deep empathy for customers during technical crises
Hands-on proficiency across multi-cloud environments (AWS, Azure, GCP), SASE, CASB, and SWG technologies
Experience with advanced packet crafting and replay tools
Practical exposure to AI concepts including skill insertion, RAG knowledge base curation, and function-calling schemas
Familiarity with evaluation benchmarks and basic Python scripting for tool integrations
CCNA, CCNP, or equivalent vendor networking certifications
AWS Certified Solutions Architect – Associate or equivalent cloud certification (GCP / Azure)

Benefits

Comp & perks

Restricted stock units may be included
Bonus may be included
Employee benefits are available; details are provided via the employer's benefits description
Immigration sponsorship eligible