Sr Staff Software Escalation Engineer Software

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!

This role is remote, but distance is no barrier to impact. Our hybrid teams collaborate across geographies to solve big problems, stay close to our customers, and grow together. You will be part of a culture that values trust, accountability, and shared success where your work truly matters.

Job Summary

We are looking for a Technical Escalation Engineer to resolve technical issues, with a focus on our Privilege Cloud (pCloud) FedRAMP product.

As a Technical Escalation Engineer you will work closely with the pCloud and Identity Security Platform (ISP) Development and Support teams to investigate and resolve challenging issues in our cloud platform with a focus on FedRAMP customers.

Responsibilities:

• Understand the complex platform system and be able to correctly assess the severity of customer issues and how to handle them
• Review customer escalations to ensure that all required technical details are provided
• Investigate technical issues escalated by Customer Support to find a solution for our customers
• Establish and maintain effective working relationships with Development, Support, and field engineers
• When required, work directly with Customer Support and customers on reported issues
• Provide quick response code changes as required
• Provide guidance to Developer on-call teams on how to best handle production issues as a subject matter expert

Qualifications

• US Citizenship 
• Bachelor’s Degree in Computer Science or related field
• Excellent presentation, verbal and written communications skills especially during high-pressure, critical events
• Ability to navigate conflicting priorities without losing customer focus and drive successful outcomes
• Ability to diagnose, troubleshoot, and resolve complex issues that Tier 1 and Tier 2 support teams cannot solve
• Ability to comprehend the technical aspects of a complex SaaS system
• Hands on experience with AWS GovCloud – An advantage
• Experience in Security companies – An advantage

TM specific:

• Scripting and Automation: Proficiency in scripting languages like Python, Bash, or PowerShell is frequently required for automation and creating tools to help with troubleshooting. 

SIA specific:

• Good understanding of Windows and Linux OS: user management, authentication, authorization, process management, file system management,  system administration basics, remote access using RDP and SSH.

pCloud specific

• 3+ years' experience in C# with the ability to debug code of new features as well as legacy

Compensation Disclosure

The compensation offered for this position will depend on qualifications, experience, and work location. For candidates who receive an offer at the posted level, the starting base salary (for non-sales roles) or base salary + commission target (for sales/com-missioned roles) is expected to be the annual range listed below. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here.

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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.