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Palo Alto Networks Logo Palo Alto Networks · IT - Software Development

Sr Staff Software Escalation Engineer Software

United States, Boston · Job Posted June 15, 2026
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Job Description

We are looking for a Technical Escalation Engineer to resolve technical issues, with a focus on our Privilege Cloud (pCloud) FedRAMP product. As a Technical Escalation Engineer you will work closely with the pCloud and Identity Security Platform (ISP) Development and Support teams to investigate and resolve challenging issues in our cloud platform with a focus on FedRAMP customers.

Job Responsibility

  • Understand the complex platform system and be able to correctly assess the severity of customer issues and how to handle them
  • Review customer escalations to ensure that all required technical details are provided
  • Investigate technical issues escalated by Customer Support to find a solution for our customers
  • Establish and maintain effective working relationships with Development, Support, and field engineers
  • When required, work directly with Customer Support and customers on reported issues
  • Provide quick response code changes as required
  • Provide guidance to Developer on-call teams on how to best handle production issues as a subject matter expert

Requirements

  • US Citizenship
  • Bachelor's Degree in Computer Science or related field
  • Excellent presentation, verbal and written communications skills especially during high-pressure, critical events
  • Ability to navigate conflicting priorities without losing customer focus and drive successful outcomes
  • Ability to diagnose, troubleshoot, and resolve complex issues that Tier 1 and Tier 2 support teams cannot solve
  • Ability to comprehend the technical aspects of a complex SaaS system
  • Scripting and Automation: Proficiency in scripting languages like Python, Bash, or PowerShell is frequently required for automation and creating tools to help with troubleshooting
  • Good understanding of Windows and Linux OS: user management, authentication, authorization, process management, file system management, system administration basics, remote access using RDP and SSH
  • 3+ years' experience in C# with the ability to debug code of new features as well as legacy

Nice to have

  • Hands on experience with AWS GovCloud – An advantage
  • Experience in Security companies – An advantage
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