This role will support a FedRAMP environment so US Citizenship is required.

Our Mission

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.

We’re changing the nature of work. Palo Alto Networks is evolving to meet the needs of our employees now and in the future through FLEXWORK, our approach to how we work. From benefits to learning, location to leadership, we’ve rethought and recreated every aspect of the employee experience at Palo Alto Networks. And because it FLEXes around each individual employee based on their individual choices, employees are empowered to push boundaries and help us all evolve, together.

Your Career

This is a highly visible, senior level position on a small but growing team that will benefit from out of box thinking and technical insight. The ideal Principal Engineering Escalation Engineer has a mix and background of customer management and broad and deep technical skills related to telecommunication equipment and Internet traffic. This Engineering Escalation role is positioned to intercept and assist or drive technical escalations that come to the executive level in engineering. Escalations of this type are extremely critical and are driven by the account teams in the field. In this role you will talk with executive levels at customers, delivering among other things, discussion about the situation, explaining the root cause or progress toward it, providing status internally and addressing technical questions during customer interactions.

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

Your Experience

• Overall 8+ years experience in IT Industry with relevant experience in support service, technical support or similar troubleshooting related roles will be preferred
• High energy and the ability to work in a fast-paced environment
• Enjoys working with many different teams with strong collaboration and communications skills
• Background in troubleshooting or designing modern networks, a good understanding of the behaviors of Internet applications and protocols & strong communication skills are the starting points to being successful in this role
• Understanding of Virtualization including virtual machines and containers
• PCAP analysis (via Wireshark and other packet analysis tools)
• Experience of configuring & Troubleshooting FW & VPN (IPSec and SSL tunnels) technologies will be an added advantage
• Knowledge of C, C++ and python programming languages(Good to have)
• Any relevant certifications is an advantage ( cloud AWS, GCP or Azure, JNCIE, CCIE etc)
• BE/BS.tech or equivalent technical graduation or equivalent military experience is mandatory

The Team

NGFW Engineering escalation team is the voice of the customers into engineering by optimizing Engineering-Customer interactions by resolving critical customer situations and improving the factors leading to escalations.

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.

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/commissioned roles) is expected to be between $140,100/yr - $226,600/yr. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here.