Palo Alto Networks
Principal Software Escalation Engineer
$147K–$238K
Office - USA - CyberArk Boston +9 · Yes · Principal · Full-time · Posted Aug 26, 2026
- Location
- Office - USA - CyberArk Boston
Charleston, United States of America
Arlington, United States of America
Office - USA - VA - McLean
Montpelier, United States of America
Memphis, United States of America
Office - USA - VA - Reston
Office - USA - VA - Arlington
Columbia, United States of America
Providence, United States of America - Experience
- 8+ years in the software industry; 5+ years troubleshooting complex SaaS/Cloud environments.
- Visa sponsorship
- Immigration sponsorship: Yes.
About the job
Leads technical escalations and customer advocacy across R&D, Product, and Customer Success to improve product stability, supportability, and usability.
What you'll do
- Influence product design and requirements using customer use cases, including onboarding, self-service troubleshooting, and supportability.
- Own the R&D escalation strategy, operational monitoring and handoffs, incident follow-up, and support training.
- Use field data to guide roadmap priorities, including technical debt and usability improvements.
What they ask for
- 8+ years of experience in the software industry in Technical Support, R&D, or Sustaining Engineering.
- 5+ years of hands-on experience troubleshooting complex SaaS/Cloud environments.
- Technical depth in scripting with Python/Bash/Go, reading code, and SQL.
- Strong communication, leadership, and cross-team influence skills.
Nice to have
- AWS experience.
- Cyber Security domain experience.
Pay
$147,000.00 - $237,500.00/yr (USD; base salary)
Tools
AWS, Python, Bash, Go, SQL, PagerDuty
Model-written summary · the original posting is authoritative