AI Analyst (Support Agent) Cortex

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!

Job Summary

Job Summary

Are you an AI Analyst ready to translate raw model output into a reliable high-quality production system Do you excel at the craft of Prompt Engineering and thrive on the challenge of ensuring Generative AI output meets rigorous quality standards in mission-critical applications Join our R&D Operations Team. You will be the AI analyst responsible for the end-to-end quality performance and operational tuning of our Generative AI-driven support system (Co-Pilot). Your mission is to actively shape the models intelligence govern the data it uses and implement the mechanisms that guarantee its accuracy directly accelerating our customer support engineering velocity.

Key Responsibilities

Support & Customer Advocacy: Champion the Support Journey in Engineering. Develop in-product support instructions that reflect and address real incoming cases enhancing the quality and effectiveness of AI feature solutions.

Model Quality Validation: Use existing evaluation platforms and methodologies to validate production models. Monitor quality metrics to continuously assess and rank AI answers for accuracy and reliability.

• Prompt Engineering & CT Loop: Drive the Continuous Training loop through systematic prompt engineering (refining and versioning inputs). Analyze failures to define R&D actions or features needed to close model performance gaps.

• AI Knowledge Governance: Act as AI Content Governor implementing controls to verify and ingest compliant knowledge base content ensuring a quality data source.

• Cross-Functional SME: Serve as the AI Support Co-pilot Subject Matter Expert partnering with R&D and Support Enablement to translate quality issues into core model logic improvements and feature development.

Qualifications

Required Qualifications

• Minimum of 5 years of professional experience in a blend of technical and analytical roles (e.g. Automated QA Support Enablement Data AnalysisAI Research. Prompt Engineering MLOps) with a proven track record operating at the critical intersection of customer operations data management and AI/ML systems

• AI/ML/LLM Foundation: Possesses a high-level understanding of AI tools LLMs machine learning and applicative AI principles.

• Python Proficiency: Proficient in Python for practical applications including scripting data processing and building automation solutions.

• Customer Domain Mastery: Demonstrated experience in customer-facing roles with a strong operational understanding of the Customer Support domain (workflows knowledge base management optimization).

• Technical Communication: Strong skills in translating observed model performance issues and Agentic Action requirements into clear prioritized technical requirements for R&D teams.

• Ownership: A dedicated individual who takes full responsibility for their work driving projects to successful completion.

• Data/Content Governance: Experience with data validation content management and implementing data governance standards especially for knowledge bases feeding AI systems.

Preferred Qualifications
Prompt Engineering: Proven expertise in systematically authoring testing and refining instructional inputs to drive specific model behavior.
Cloud Technologies: Experience with Cloud platforms like GCP Kubernetes and containers
CI Pipelines using Gitlab
Experience with BigQuery
Experience working with APIs

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.