# Principal Escalations Engineer (Customer Engineering) at Palo Alto Networks

- Company: Palo Alto Networks
- What the company does: 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.
- Company website: https://www.paloaltonetworks.com/
- Type: Startups
- Level: Principal and up
- Location: Office - USA - CA - Headquarters
- Work setup: On-site
- Posted: 2026-09-24
- Apply by: 2026-11-08
- Apply: https://paloaltonetworks.wd5.myworkdayjobs.com/en-US/panwexternalcareers/job/Office---USA---CA---Headquarters/Principal-Escalations-Engineer_JR-022130
- Page: https://www.1752.vc/careers/jobs/palo-alto-networks-principal-escalations-engineer-customer-engineering/

## 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