Staff Escalation Engineer (Cortex Platform)

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!

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.

Job Summary

Job Summary

The Supportability & Tooling team sits at an exciting crossroads between TAC (Technical Assistance Center) and Product Engineering. In this role, you will focus directly on Cortex - our industry-leading suite powering the modern SOC - to build internal tools, diagnostic engines, and enablement frameworks. You will identify knowledge gaps, leverage AI/LLM models to streamline technical support, and translate complex technical challenges into automated utilities. Ultimately, you will empower our global engineers to scale support for our fastest-growing platforms.

Key Responsibilities

• Architect, build, and deploy custom internal tools, diagnostic scripts, and analytics dashboards to empower TAC engineers.
• Integrate modern AI APIs, LLMs, and prompt engineering pipelines into TAC's operational stack to automate ticket triage and speed up diagnosis.
• Translate complex code-level defects and platform architecture updates into high-impact training, white papers, and TOIs.
• Collaborate with Product Management and R&D to identify usability friction and embed supportability requirements into the Cortex roadmap.
• Extract data trends from Jira, Salesforce, and Tableau to proactively surface support gaps and reduce ticket friction.

Qualifications

Required Qualifications

• 7+ years of experience in high-tier technical support, escalations, or systems engineering roles, working closely with enterprise customers and engineering teams.
• Hands-on coding and scripting experience (Python, JavaScript, or Go) to automate tasks, parse logs, and build internal utilities.
• Practical experience utilizing AI tools (e.g., LLMs, GitHub Copilot) to accelerate root-cause analysis and optimize workflows.
• Solid networking foundations, including troubleshooting TCP/IP, application-layer protocols, and modern cloud security architectures.
• Demonstrated experience in technical enablement, translating complex code-level issues into structured training and documentation.

Preferred Qualifications

• Experience as a Supportability Engineer, Tooling Engineer, or Escalations Engineer at a high-growth SaaS or Cybersecurity company.
• Strong ability to read and debug production source code (Python/Java) to help Engineering pinpoint defects and fast-track hotfixes.
• Full-lifecycle tool development experience, including building, deploying, and maintaining internal diagnostic tools or dashboards.
• Advanced familiarity with AI/ML frameworks, prompt engineering, or integrating AI APIs to solve operational challenges.
• Data-driven mindset with experience extracting trends from Jira, Salesforce, or Tableau to advocate for product enhancements.
• Experience running reports in SFDC, Jira, or Tableau to identify trends.

Our Commitment

We're trailblazers that dream big, take risks, and challenge cybersecurity's status quo. It's simple: we can't accomplish our mission without diverse teams innovating, together.

We are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need, please contact us at accommodations@paloaltonetworks.com .

Palo Alto Networks is an equal opportunity employer. We celebrate diversity in our workplace, and all qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or other legally protected characteristics.

All your information will be kept confidential according to EEO guidelines.

Is role eligible for Immigration Sponsorship? No. Please note that we will not sponsor applicants for work visas for this position.