Sr Staff Software Escalation Engineer - Identity Security Management Platform

Senior Staff Escalation EngineerJoin the engineering team responsible for ensuring the reliability, availability, and operational excellence of the Idira Identity Security Management platform (formerly CyberArk), supporting Identity Security Administration (ISA), Secure Infrastructure Access (SIA), Privilege Cloud (pCloud), and Tenant Management (TM).As a Senior Staff Escalation Engineer, you will investigate the platform's most complex production issues, partnering directly with global R&D teams to identify root causes, drive product improvements, and enhance platform reliability. You will own technical investigations from initial escalation through engineering resolution, collaborating closely with software engineers to diagnose software defects, improve product quality, and strengthen platform resiliency.This is a hands-on software engineering role - not a traditional support position. Success requires the ability to think like a software engineer while approaching production issues with the curiosity of an investigator. As the engineering escalation point between Technical Support and global R&D, you will help resolve the platform's most technically challenging production issues while influencing product quality, improving operational processes, and helping Engineering build more reliable cloud services.ResponsibilitiesServe as the highest level of engineering escalation for complex production issues across Identity Security Administration (ISA), Secure Infrastructure Access (SIA), Privilege Cloud, and Tenant Management (TM).Own production investigations from initial escalation through root cause identification and engineering resolution.Reproduce complex production issues and analyze logs, metrics, traces, telemetry, APIs, source code, and system behavior to isolate root causes.Partner directly with global R&D teams to diagnose software defects, validate findings, and drive timely product fixes.Translate investigation findings into actionable engineering defects with clear reproduction steps, log analysis, and supporting evidence.Differentiate among software defects, configuration issues, infrastructure problems, and environmental conditions to ensure accurate ownership.Serve as a technical leader during major production incidents, driving cross-functional collaboration to restore platform stability and prevent recurrence.Collaborate closely with Engineering, Product Management, Cloud Operations, and Technical Support to restore platform stability and prevent recurrence.Develop troubleshooting tools, automation, diagnostics, and technical documentation to improve investigation efficiency and operational excellence.Analyze recurring production issues to identify systemic trends and influence long-term product, architectural, and operational improvements.Mentor engineers and share technical expertise across Engineering, R&D, and Technical Support organizations.Participate in an on-call rotation supporting production services.Opportunity to leverage AI-assisted engineering approaches to improve troubleshooting, diagnostics, automation, and operational efficiency.QualificationsThis position requires authorization to work in the United States without current or future employer sponsorship due to customer and regulatory requirements associated with supporting regulated U.S. government cloud environments.Bachelor's degree in Computer Science, Engineering, Information Technology, or a related technical field, or equivalent practical experience.5 + years of extensive experience supporting large-scale enterprise SaaS or cloud-native platforms in Escalation Engineering, Software Engineering, Production Engineering, Sustaining Engineering, or a similar role.Demonstrated experience working directly with software engineering and R&D teams to investigate product defects, reproduce issues, isolate root causes, and drive engineering resolution.Ability to diagnose, troubleshoot, and resolve highly complex production issues beyond the scope of Tier 1 and Tier 2 support organizations.Strong debugging and root cause analysis skills across distributed systems, cloud services, enterprise applications, APIs, and infrastructure.Ability to understand complex SaaS architectures and troubleshoot issues across multiple technology layers.Experience reading, reviewing, or debugging source code and translating production findings into actionable engineering defects.Excellent presentation, verbal, and written communication skills, particularly during high-pressure, critical incidents.Ability to navigate conflicting priorities while driving successful engineering outcomes and maintaining a strong customer focus.Willingness to participate in an on-call rotation supporting production services.Ability to work remotely within the United States while maintaining regular availability during morning business hours in the U.S. Eastern Time Zone to support collaboration with global R&D teams. Palo Alto Networks