Principal Escalation Engineer

Palo Alto Networks

San Francisco, CA

Full Time

Senior

147k-238k

9 days ago

Job Description

About the Role

This is a highly visible, senior level position on a small but growing engineering team at Palo Alto Networks, focused on handling critical technical escalations related to cybersecurity, network support, and telecommunication equipment. The role involves engaging with executive-level customers, providing technical insights, and contributing to the company's mission of protecting the digital way of life through innovative cybersecurity solutions.

Key Responsibilities

Intercept, assist, or drive technical escalations that come to the executive level in engineering.
Communicate with executive-level customers, explaining root causes, progress, and technical questions.
Support support teams in troubleshooting complex network and security issues.
Analyze and troubleshoot Internet applications, protocols, and network configurations.
Perform hardware troubleshooting for telecommunications equipment.
Troubleshoot dynamic routing protocols such as BGP and OSPF.
Conduct Pcap analysis using tools like Wireshark.
Explain complex technical issues to non-technical stakeholders.

Requirements

BE / B.Tech or equivalent technical graduation or military experience.
Career-level experience in support service, technical support, or troubleshooting roles.
Technical lead experience related to cyberspace equipment vendor or network security.
Ability to explain complex technical issues to non-technical people.
Experience in network design, network security, and related technical topics.
Configuring and troubleshooting dynamic routing protocols (BGP and OSPF).
L1-L3 troubleshooting skills (ISO model).
Broad understanding of and ability to analyze and troubleshoot Internet applications and protocols.
Troubleshooting VPNs (IPSec and SSL tunnels).
Pcap analysis skills (via Wireshark and other tools).
Hardware troubleshooting for telecommunications equipment.
Good knowledge of C, C++, and Python programming languages (preferred).
Helpful certifications such as JNCIE, JNCP, CCIE, CCNA, CCNP, CCA, or cloud deployment experience with AWS, GCP, Azure, or KVM.

Nice to Have

Advanced certification for network equipment vendors (e.g., JNCIE, JNCP, CCIE, CCNA, CCNP, CCA).
Experience with cloud deployment solutions (AWS, GCP, Azure, KVM).

Qualifications

Bachelor's degree in engineering or equivalent technical background.

Benefits & Perks

Competitive salary between $147,000 and $237,500 per year, depending on qualifications and experience.
Potential inclusion of restricted stock units and bonuses.
Comprehensive employee benefits package (details available at http://benefits.paloaltonetworks.com/).

Working at Palo Alto Networks

Our engineering team is at the core of our products, constantly innovating and challenging the cybersecurity industry. We value individuals who are comfortable with ambiguity, excited by challenges, and motivated by the importance of a secure digital environment. We foster a culture of disruptive innovation, collaboration, integrity, inclusion, and ongoing learning, supporting personal development and wellbeing programs.

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