Palo Alto Networks
Senior Escalations Engineer (Customer Engineering, Network Security)
$156K–$253K
Office - USA - CA - Headquarters +3 · No · Senior · Full-time · Posted Oct 26, 2026
- Location
- Office - USA - CA - Headquarters
Santa Clara, United States of America
Office - USA - TX
San Jose, United States of America - Experience
- 6+ years; no alternatives stated.
- Education
- BS/MS technical degree (Computer Science, Electrical Engineering, or related field) or equivalent practical/military experience.
- Visa sponsorship
- Will not sponsor applicants for work visas for this position.
About the job
Resolves complex customer network-security escalations, works with Engineering on fixes, and develops AI-assisted troubleshooting workflows and support tools.
What you'll do
- Analyze critical customer escalations, diagnose defects, and collaborate with Engineering on hotfixes and executive communications.
- Improve product serviceability with Engineering and QA, including during early product design.
- Define AI troubleshooting workflows, guardrails, playbooks, and tool definitions for support engineers and AI agents.
What they ask for
- BS/MS technical degree in Computer Science, Electrical Engineering, or a related field, or equivalent practical/military experience.
- 6+ years in technical support, systems engineering, or top-tier technical escalation roles at a cybersecurity or network security vendor.
- Hands-on understanding of L1–L7 networking, routing, switching, IPSEC, PKI, and SSL; strong network-security and cloud troubleshooting skills.
- Proficiency in PCAP analysis with Wireshark, tcpdump, or similar tools; ability to create structured guides and deterministic tool definitions for AI execution.
Nice to have
- Multi-cloud (AWS, Azure, GCP), SASE, CASB, or SWG experience; advanced packet crafting and replay tools.
- AI concepts such as skill insertion, RAG knowledge base curation, and function-calling schemas; evaluation benchmarks, basic Python scripting, or relevant networking/cloud certifications.
Pay
$156,400.00 - $253,000.00 USD/yr base salary
Tools
L1–L7 networking, routing, switching, IPSEC, PKI, SSL, Wireshark, tcpdump
AI focus
Defines autonomous AI troubleshooting workflows, function-calling schemas, and guardrails; creates playbooks and tool definitions for AI agents and customer co-pilots.
Model-written summary · the original posting is authoritative