Principal Escalation Engineer

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

The Team

Job Summary

As a Principal Escalation Engineer you will hold a highly visible senior-level position on a growing team. This role requires a blend of customer management and deep technical expertise in telecommunication equipment and internet traffic. You will leverage your background in troubleshooting modern networks and understanding of internet protocols to resolve the most critical technical escalations that reach the executive level.

Key Responsibilities

• Intercept assist and drive highly critical technical escalations that are raised to the executive engineering level.

• Serve as a primary technical point of contact for executive-level customers effectively communicating situation status root cause analysis and resolution progress.

• Proactively collaborate with internal account teams to ensure alignment and provide status updates on critical customer issues.

• Address and clarify complex technical questions during high-stakes customer interactions ensuring clarity and confidence.

• Analyze complex network issues including dynamic routing and security protocols to identify root causes and deliver robust solutions.

• Engage in open discussions regarding network design security architecture and other technical topics with both technical and non-technical stakeholders.

Qualifications

Required Qualifications

• BE/ degree equivalent technical graduation or equivalent military experience.

• Career-level experience in a technical support service or troubleshooting-related role within a network security or equipment vendor organization.

• Demonstrated experience as a technical lead in a relevant area of expertise.

• Proficiency in configuring and troubleshooting dynamic routing protocols primarily BGP and OSPF.

• Strong skills in Layer 1-3 (OSI model) troubleshooting and packet capture analysis using tools like Wireshark.

• Experience troubleshooting VPNs (IPSec and SSL tunnels) and telecommunications hardware.

Preferred Qualifications

• Advanced industry certifications such as JNCIE CCIE CCNP or similar.

• Experience with cloud deployments and solutions in AWS GCP Azure or KVM environments.

• Programming or scripting knowledge in languages like C C or Python.

• Proven ability to explain complex technical issues effectively to non-technical audiences.

Compensation Disclosure

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/com-missioned roles) is expected to be the annual range listed below. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here.

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.