Principal Escalation Engineer

Palo Alto Networks•Charlotte, NC

1d•Remote

About The Position

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. This role is remote, but distance is no barrier to impact. Our hybrid teams collaborate across geographies to solve big problems, stay close to our customers, and grow together. You will be part of a culture that values trust, accountability, and shared success where your work truly matters.

Requirements

BE/B.Tech 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.

Nice To Haves

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.

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.