Job Description

Company Description
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
As a Senior Staff Escalation Engineer, you will serve as a key technical expert on a highly visible and growing team. This senior-level position requires a blend of deep technical expertise in network security and exceptional customer management skills. You will be responsible for handling and resolving the most critical technical escalations, acting as a crucial interface between our customers' executive leadership and our engineering organization to drive issues to resolution.
Key Responsibilities

• Act as the primary technical point of contact for high-priority, executive-level engineering escalations, ensuring timely and effective communication.
• Drive technical resolution for critical customer issues by collaborating with internal engineering, support, and account teams to ensure alignment.
• Communicate complex technical situations, root cause analysis progress, and resolution plans to executive-level customers and internal stakeholders.
• Analyze and troubleshoot complex network security issues involving dynamic routing (BGP/OSPF), VPNs (IPSec/SSL), and Layer 1-3 protocols.
• Perform deep-dive packet capture analysis using tools like Wireshark to diagnose intricate issues related to internet applications and protocols.
• Lead technical discussions on network design, security architecture, and troubleshooting methodologies with both internal teams and customers.
• Simplify and explain complex technical problems to non-technical audiences to ensure clear understanding and foster positive customer relationships.

Qualifications
Required Qualifications

• Bachelor of Engineering/Bachelor of Technology degree or equivalent military experience is required.
• Bachelor's degree with 5 years of experience, or Master's degree with 3 years of experience in an escalation engineering, technical support, or network engineering role.
• Expertise in configuring and troubleshooting dynamic routing protocols, specifically BGP and OSPF.
• Proficiency in Layer 1-3 (OSI model) troubleshooting and extensive experience with VPN technologies (IPSec and SSL).
• Demonstrated ability to analyze packet captures using tools such as Wireshark to resolve network and application issues.

Preferred Qualifications

• Advanced industry certifications such as CCIE, JNCIE, CCNP, or equivalent.
• Experience with cloud networking and deployment in AWS, GCP, or Azure environments.
• Previous experience acting as a technical lead in a network security or telecommunications equipment vendor organization.
• Familiarity with C, C++, or Python programming languages.

Additional Information
The Team
Engineering - Our Engineering team is at the core of our products and connected services. As part of this team, you are empowered to build products and services that are changing the future of cybersecurity. You will be part of a growing, passionate, and dynamic team with an opportunity to work on challenging and exciting projects - centered on what we believe is one of the most significant mission statements in the world.
Our Commitment
We're problem solvers that 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 .
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.

Skills Required