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# Principal Escalations Engineer (Customer Engineering, Network Security)

- **Company:** Palo Alto Networks
- **Location:** San Francisco, CA, United States
- **Experience:** Expert
- **Salary:** $156,400.0 - $253,000.0
- **Contract:** Permanent contract
- **Skills:** Artificial Intelligence, Amazon Web Services, Systems Engineering, Microsoft Azure, Cloud Computing, Software Debugging, Internet Protocol Security (IP SEC), Network Security, Pcap, Routing, Packet Analyzer, Public Key Infrastructure, Systems Integration, Wireshark, Scripting, Transport Layer Security, Google Cloud, Retrieval-Augmented Generation, Multi-Cloud, Reliability of Systems, Agentic-AI, Information Technology
- **Published:** October 14, 2026
- **Apply:** https://startup.jobs/principal-escalations-engineer-customer-engineering-network-security-paloaltonetworks-com-10111566

## About the Role

* BS/MS or equivalent technical degree in Computer Science, Electrical Engineering, or a related field.
 * 7+ years of experience in technical support, systems engineering, or top-tier technical escalation roles at a cybersecurity or network security vendor.
 * Solid hands-on understanding of L1-L7 networking, routing, switching, IPSEC, PKI, and SSL technologies.
 * Strong debugging and infrastructure troubleshooting skills for network security equipment and cloud-based environments.
 * Proficient in packet capture (PCAP) analysis using Wireshark, tcpdump, or similar tools.
 * Ability to translate complex troubleshooting steps into structured markdown guides and deterministic tool definitions for AI execution.
 * Demonstrated fast learning ability, high curiosity, strong initiative, and deep empathy for customers during technical crises., * Hands-on proficiency across multi-cloud environments (AWS, Azure, GCP), SASE, CASB, and SWG technologies.
 * Experience with advanced packet crafting and replay tools.
 * Practical exposure to AI concepts including skill insertion, RAG knowledge base curation, and function-calling schemas.
 * Familiarity with evaluation benchmarks and basic Python scripting for tool integrations.
 * CCNA, CCNP, or equivalent vendor networking certifications.
 * AWS Certified Solutions Architect - Associate or equivalent cloud certification (GCP / Azure).

## Description

Customer Support - Our Customer Support team is critical to our success and mission. As part of this team, you enable customer success by providing support to clients after they have purchased our products. Our dedication to our customers doesn't stop once they sign - it evolves. As threats and technology change, we stay in step to accomplish our mission. You'll be involved in implementing new products, transitioning from old products to new, and fixing integrations and critical issues as they are raised - in fact, you'll seek them out to ensure our clients are safely supported. We fix and identify technical problems with a pointed focus on providing the best customer support in the industry., Customer Engineering (CE) is an elite technical response team sitting at the intersection of Product Engineering, Systems Reliability, and Technical Support. As a Principal Escalations Engineer, you serve as the expert escalation point for an AI-driven support ecosystem, diagnosing defects and driving resolutions alongside AI tools. You will operate as a code-aware escalation point for novel and systemic issues, defining autonomous AI troubleshooting workflows that empower our wider support organization. Ultimately, your work shapes features for supportability that define the future of our products and elevates our automation., * Drive top-tier technical escalations through deep technical analysis and defect diagnosis for customers in crisis.

 * Collaborate with Engineering on hotfixes and represent engineering during critical executive communications.
 * Identify product serviceability fixes and embed serviceability into early product design phases with QA teams.
 * Define autonomous AI troubleshooting workflows, function-calling schemas, and guardrails for customer co-pilots.
 * Author structured playbooks, guides, and tool definitions to empower human support engineers and AI agents.