Staff Escalation Engineer (Cortex Platform)
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Our Mission
At Palo Alto Networks were united by a shared missionto 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 youre ready to do the most meaningful work of your career alongside people who are just as passionate as you are youre 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. Thats why most of our teams work from the office full time with flexibility when its needed. This model supports real-time problem-solving stronger relationships and the kind of precision that drives great outcomes.Job Summary
Job Summary
The Supportability & Tooling team sits at an exciting crossroads between TAC (Technical Assistance Center) and Product this role you will focus directly on Cortexour industry-leading suite powering the modern SOCto build internal tools diagnostic engines and enablement frameworks. You will identify knowledge gaps leverage AI/LLM models to streamline technical support and translate complex technical challenges into automated utilities. Ultimately you will empower our global engineers to scale support for our fastest-growing platforms.
Key Responsibilities
Architect build and deploy custom internal tools diagnostic scripts and analytics dashboards to empower TAC engineers.
Integrate modern AI APIs LLMs and prompt engineering pipelines into TACs operational stack to automate ticket triage and speed up diagnosis.
Translate complex code-level defects and platform architecture updates into high-impact training white papers and TOIs.
Collaborate with Product Management and R&D to identify usability friction and embed supportability requirements into the Cortex roadmap.
Extract data trends from Jira Salesforce and Tableau to proactively surface support gaps and reduce ticket friction.
Qualifications
Required Qualifications
7 years of experience in high-tier technical support escalations or systems engineering roles working closely with enterprise customers and engineering teams.
Hands-on coding and scripting experience (Python JavaScript or Go) to automate tasks parse logs and build internal utilities.
Practical experience utilizing AI tools (e.g. LLMs GitHub Copilot) to accelerate root-cause analysis and optimize workflows.
Solid networking foundations including troubleshooting TCP/IP application-layer protocols and modern cloud security architectures.
Demonstrated experience in technical enablement translating complex code-level issues into structured training and documentation.
Preferred Qualifications
Experience as a Supportability Engineer Tooling Engineer or Escalations Engineer at a high-growth SaaS or Cybersecurity company.
Strong ability to read and debug production source code (Python/Java) to help Engineering pinpoint defects and fast-track hotfixes.
Full-lifecycle tool development experience including building deploying and maintaining internal diagnostic tools or dashboards.
Advanced familiarity with AI/ML frameworks prompt engineering or integrating AI APIs to solve operational challenges.
Data-driven mindset with experience extracting trends from Jira Salesforce or Tableau to advocate for product enhancements.
Experience running reports in SFDC Jira or Tableau to identify trends.
Our Commitment
Were trailblazers that dream big take risks and challenge cybersecuritys status quo. Its simple: we cant 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 .
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.Required Experience:
Staff IC
عن الشركة
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 ... اعرض المزيد
