Principal Engineering Escalation Specialist

1 week ago

Santa Clara, California, United States Palo Alto Networks Full time
About the Role

We are seeking a highly skilled Principal Engineering Escalation Engineer to join our team at Palo Alto Networks. As a key member of our engineering team, you will be responsible for intercepting and assisting or driving technical escalations that come to the executive level in engineering.

Key Responsibilities
  • Intercept and assist or drive technical escalations that come to the executive level in engineering
  • Work with executive levels at customers to discuss the situation, explain the root cause or progress toward it, provide status internally, and address technical questions during customer interactions
  • Provide technical expertise and guidance to customers and internal teams to resolve complex technical issues
  • Collaborate with cross-functional teams to develop and implement solutions to technical escalations
Requirements
  • BE/B.Tech or equivalent technical graduation is mandatory or equivalent military experience required
  • Career level experience in support service, technical support, or similar troubleshooting-related role
  • Technical lead in area of expertise related to cyberspace equipment vendor or network security organization
  • Required technical skills: Configuring and troubleshooting dynamic routing protocols (BGP and OSPF primarily), L1-L3 (ISO model) troubleshooting, broad understanding of and ability to analyze and troubleshoot Internet applications and protocols, troubleshooting VPNs (IPSec and SSL tunnels), Pcap analysis (via Wireshark and other tools), hardware troubleshooting for telecommunications equipment, C, C++, and Python programming languages
What We Offer

We offer a competitive compensation package, including a base salary, restricted stock units, and a bonus. Our employee benefits include a FLEXBenefits wellbeing spending account, mental and financial health resources, and personalized learning opportunities.

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.

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