Senior Escalation Engineer

Our Mission

At Palo Alto Networks®, we’re united by a shared mission—to protect our digital way of life. We thrive at the intersection of innovation and impact, solving real-world problems with cutting-edge technology and bold thinking. Here, everyone has a voice, and every idea counts. If you’re ready to do the most meaningful work of your career alongside people who are just as passionate as you are, you’re in the right place.

Who We Are

In order to be the cybersecurity partner of choice, we must trailblaze the path and shape the future of our industry. This is something our employees work at each day and is defined by our values: Disruption, Collaboration, Execution, Integrity, and Inclusion. We weave AI into the fabric of everything we do and use it to augment the impact every individual can have. If you are passionate about solving real-world problems and ideating beside the best and the brightest, we invite you to join us!

We believe collaboration thrives in person. That’s why most of our teams work from the office full time, with flexibility when it’s needed. This model supports real-time problem-solving, stronger relationships, and the kind of precision that drives great outcomes.

Job Summary

We are looking for a Senior Escalation Engineer to assist with IDIRA Secure Infrastructure Access (SIA) solutions and resolve technical issues.

As a Senior Escalation Engineer you will work with SIA R&D, Support and our enterprise customers and partners. You will resolve customer technical issues through research, reproduction, and troubleshooting, using your knowledge to analyze and apply code changes as needed.

You will learn new technologies, take on new challenges, and drive key initiatives to ensure the long-term success of IDIRA’s customers and the company.

 

Responsibilities:

• Assist our customers in making the most value from our product

• Collaborate closely with R&D and Customer Support teams to ensure customer issues are addressed promptly and with high quality

• Identify root cause of issues, find common ground and offer/deliver solutions for those issues

• When required, work together with our customers on reported issues

• Provide quick response code changes as required 

• Establish and maintain effective working relationships with R&D, Support and field engineers

Qualifications

• Minimum of 5 years of experience in escalation support or a similar role within a software company

• More than 2 years of experience at SaaS or security enterprise companies

• Knowledge of AI tools. Cursor , Gemini, Claude. 

• Windows protocols knowledge - Winrm, Kerberous, GPOs , Active Directory, Ldap

• Advantage - knowledge in network troubleshooting , wiresharks pcap file ,

• Customer first approach. Experience with customer facing complicated escalations

• Ability to comprehend the technical aspects of a complex SaaS system

• Enterprise level troubleshooting and Support experience

• Experience in Security companies – An advantage

Work Model & Location
This is a Hybrid position. We believe in the power of collaboration and the flexibility of remote work. You will split your time between working remotely and working from our Sofia office, located at Aleksandar Malinov 89.

The Perks

• Health Insurance

• Employee Assistance Program - mental health and wellness care

• FLEX Benefits program allowing you to customize your perks

• Employee Stock Purchase Plan (ESPP)

• Continuous learning and development budgets

Our Commitment

We’re trailblazers that dream big, take risks, and challenge cybersecurity’s status quo. It’s simple: we can’t accomplish our mission without diverse teams innovating, together.

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.

Is role eligible for Immigration Sponsorship? No. Please note that we will not sponsor applicants for work visas for this position.