Sr Cloud Escalation Engineer (SRE)

Mission

At Palo Alto Networks® everything starts and ends with our mission: Being the cybersecurity partner of choice, protecting our digital way of life. Our vision is a world where each day is safer and more secure than the one before.

Your Career

Palo Alto Networks SASE Products are the latest in our security platform that brings the power and scale of our products to our customers and industry. It’s a groundbreaking change in the way the industry views cybersecurity as it relates to our cloud environments, one that is necessary in our mission to protect our way of life in the digital age. This team utilizes the experience of senior network and security engineers to build environments where our customers and employees thrive.

In this Cloud Escalation Engineer – Prisma Access role, you will act as a liaison between our Development Operations teams and our support teams to assist in escalations. While this role is similar to a Site Reliability Engineer (SRE) and lives in the same organization, you will provide more opportunities to tackle critical end‑user experience concerns, while improving the reliability and serviceability of the product, without revenue creation distractions.

Your Impact

• Manage critical field escalations.
• Develop tools for TAC – for better visibility, troubleshooting and to reduce load on Engineering/DevOps.
• Utilize tracking of issue resolution (post‑mortem) and work with this data to provide feedback for product improvement (supportability).
• Proactive monitoring – sometimes there are opportunities to “catch” a problem before it is escalated. This team is positioned to identify or help in these unplanned projects that result in a better customer experience, cost reduction, or better security.
• Enablement of the TAC teams through structured training.

Qualifications

• This position requires US Citizenship due to government requirements.
• Strong networking background – hands‑on experience with routing protocols like BGP, and security protocols like IPSec and TLS.
• Experience with AWS/GCP services highly desirable.
• Working knowledge and understanding of databases like SQL, MongoDB, Redis.
• Familiarity with troubleshooting issues on common Linux distros.
• Experience in engineering troubleshooting roles in fields like Support, QA, Dev and SRE for an enterprise‑sized product delivery.
• Knowledge/understanding in scripting and automation to deliver SRE‑type tools.
• Familiarity with REST APIs and open‑source technologies.
• Familiarity with tools like Grafana, ElasticSearch, Kibana highly desirable.
• Highly organized – strong organizational skills for yourself and for the team.
• Good communicator (written and verbal).

The Team

Our engineering team is at the core of our products – connected directly to the mission of preventing cyberattacks. We are constantly innovating – challenging the way we, and the industry, think about cybersecurity. Our engineers don’t shy away from building products to solve problems no one has pursued before. We define the industry, instead of waiting for directions. We need individuals who feel comfortable in ambiguity, excited by the prospect of a challenge, and empowered by the unknown risks facing our everyday lives that are only enabled by a secure digital environment.

Compensation Disclosure

The compensation offered for this position will depend on qualifications, experience, and work location. For candidates who receive an offer at the posted level, the starting base salary (for non‑sales roles) or base salary + commission target (for sales/commissioned roles) is expected to be between $120,000 – $197,000 per year. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here.

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 View email address on click.appcast.io.

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.