Principal Escalations Engineer (NGFW )

Company Description

Our 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. We are a company built on the foundation of challenging and disrupting the way things are done, and we’re looking for innovators who are as committed to shaping the future of cybersecurity as we are.

Our Approach to Work

We lead with flexibility and choice in all of our people programs. We have disrupted the traditional view that all employees have the same needs and wants. We offer personalization and offer our employees the opportunity to choose what works best for them as often as possible - from your wellbeing support to your growth and development, and beyond!

At Palo Alto Networks, we believe in the power of collaboration and value in-person interactions. This is why our employees generally work from the office three days per week, leaving two days for choice and flexibility to work where you feel most effective. This setup fosters casual conversations, problem-solving, and trusted relationships. While details may evolve, our goal is to create an environment where innovation thrives, with office-based teams coming together three days a week to collaborate and thrive, together!

Job Description

Your Career

This is a highly visible, senior level position on a small but growing team that will benefit from out of box thinking and technical insight. The ideal Principal Engineering Escalation Engineer has a mix and background of customer management and broad and deep technical skills related to telecommunication equipment and Internet traffic.  A background in troubleshooting or designing modern networks, a good understanding of the behaviors of Internet applications and protocols and strong command of English are the starting points to being successful in this role.

Your Impact

• This Engineering Escalation role is positioned to intercept and assist or drive technical escalations that come to the executive level in engineering
• Escalations of this type are extremely critical and are driven by the account teams in the field
• Talk with executive levels at customers, delivering among other things, discussion about the situation, explaining the root cause or progress toward it, providing status internally and addressing technical questions during customer interactions
• Help collaborate with engineering to drive product serviceability and quality improvements

Qualifications

Your Experience

• BE /B.tech or equivalent technical graduation is mandatory or equivalent military experience required
• Relevant 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 organisation

Required Technical skills

• Configuring and troubleshooting Networking issues and expert level knowledge in routing protocols
• L1-L7 (ISO model) troubleshooting skills
• Broad understanding of and ability to analyze and troubleshoot Internet applications and protocols
• Troubleshooting VPNs (IPSec and SSL tunnels)
• Expert level knowledge in PCAP analysis (via Wireshark and other tools)
• Drive & assist with lab reproduction of critical issues in internal labs
• C, C++ and python programming languages(Good to have)

Additional information

• Able to explain complex technical issues to non-technical people
• Able to have open discussions on network design, network security and related technical topics
• Customer facing and able to represent engineering in customer meetings

Helpful certifications

• Advanced certification for network equipment vendors (e.g. JNCIE, JNCP, CCIE, CCNA, CCNP, CCA etc)
• Cloud deployment for AWS, GCP, Azure or KVM based solutions)

Additional Information

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.

Our Commitment

We’re trailblazers that dream big, take risks, and