Implement Zero Trust, Secure your Network, Cloud workloads, Hybrid Workforce, Leverage Threat Intelligence & Security Consulting. Cybersecurity Services & Education for CISO’s, Head of Infrastructure, Network Security Engineers, Cloud Architects & SOC Managers. Backed by Greylock, Sequoia and Felicis.
About the role
Customer Engineering (CE) is an elite technical response team that sits at the high-stakes intersection of Product Engineering, Systems Reliability, and Technical Support. In this role, you are the technical pivot point of the organization, serving as a "strategic bridge" that translates complex field signals into learning for a self-improving AI support system and actionable engineering insights.
What they're looking for
- BS/MS or equivalent technical degree (Computer Science, Electrical Engineering, or related field)
- 7+ years of experience in technical support/escalation, systems engineering, or top-tier technical escalation roles at a cybersecurity or network security vendor
- Mindset & Core Attributes: Fast learner, highly curious, strong initiative, end-to-end ownership, and deep empathy for customers during high-severity outages or technical crises
- Networking & Security Fundamentals: Solid hands-on understanding of L1–L7 networking, routing, switching, IPSEC, PKI, and SSL technologies
- Debugging & Infrastructure Troubleshooting: Hardware, software, and cloud-based troubleshooting for network security equipment, packet capture (PCAP) analysis via Wireshark, tcpdump, or similar tools
- Workflow Logic & Tooling: Ability to translate complex troubleshooting steps into structured markdown guides, guardrails, and deterministic tool definitions for AI execution
More about this role
At Palo Alto Networks®, we’re united by a shared mission—to 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 you’re ready to do the most meaningful work of your career alongside people who are just as passionate as you are, you’re in the right place.
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. That’s why most of our teams work from the office full time, with flexibility when it’s needed. This model supports real-time problem-solving, stronger relationships, and the kind of precision that drives great outcomes.
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