Sr Staff Software Escalation Engineer Software
About The Position
Our Mission 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. Who We Are 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! 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. Job Summary We are looking for a Technical Escalation Engineer to resolve technical issues, with a focus on our Privilege Cloud (pCloud) FedRAMP product. As a Technical Escalation Engineer you will work closely with the pCloud and Identity Security Platform (ISP) Development and Support teams to investigate and resolve challenging issues in our cloud platform with a focus on FedRAMP customers.
Requirements
- US Citizenship
- Bachelor’s Degree in Computer Science or related field
- Excellent presentation, verbal and written communications skills especially during high-pressure, critical events
- Ability to navigate conflicting priorities without losing customer focus and drive successful outcomes
- Ability to diagnose, troubleshoot, and resolve complex issues that Tier 1 and Tier 2 support teams cannot solve
- Ability to comprehend the technical aspects of a complex SaaS system
- Proficiency in scripting languages like Python, Bash, or PowerShell is frequently required for automation and creating tools to help with troubleshooting.
- Good understanding of Windows and Linux OS: user management, authentication, authorization, process management, file system management, system administration basics, remote access using RDP and SSH.
- 3+ years' experience in C# with the ability to debug code of new features as well as legacy
Nice To Haves
- Hands on experience with AWS GovCloud – An advantage
- Experience in Security companies – An advantage
Responsibilities
- Understand the complex platform system and be able to correctly assess the severity of customer issues and how to handle them
- Review customer escalations to ensure that all required technical details are provided
- Investigate technical issues escalated by Customer Support to find a solution for our customers
- Establish and maintain effective working relationships with Development, Support, and field engineers
- When required, work directly with Customer Support and customers on reported issues
- Provide quick response code changes as required
- Provide guidance to Developer on-call teams on how to best handle production issues as a subject matter expert
Benefits
- A description of our employee benefits may be found here.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
