Senior Customer Escalation SW Engineer (Prisma Cloud)

Your Career

We are looking for a top-tier, Software Engineer who will join an elite team that focuses on Customer Engineering. The CE Team ensures customer success within engineering by troubleshooting, debugging, providing fixes, and building solutions to the most complex customer issues escalated by Palo Alto Networks Customer Support by earning trust of the internal engineering, support and customers.  

Potential candidates must have the skills and know-how necessary to master any new technology and become productive in a short time frame. The common thread running through all tasks is that we work with cutting-edge technologies bound to become the next standards in the security industry.

Your Impact

• Troubleshoot, debug, analyze logs, profile code & provide bug fixes
• Work closely with Scrums teams to propose code fixes and architectural design changes
• Innovate and employ tools & automation to improve customer engineering productivity
• Understand customer use cases, work with support and escalation teams closely to be an effective liaison between the core engineering and support
• Take complete ownership and follow-up on escalations
• Provide summary on status of various cases that are escalated to engineering
• Collaborate within Customer engineering across Geos
• Collaborate cross-functionally to solve hard technical problems
• Be a liaison with Customer Success teams to represent engineering on customer calls
• Participate in after-hours meetings for critical customer escalations

Your Experience 

• You’re a hands-on engineer who utilizes top-notch troubleshooting techniques , uses all the tools and systems available within R&D organization & digs deeper into code to debug customer issues
• You have a minimum of 5 years of experience working as software engineer and minimum 1 year of experience in the customer facing role
• Minimum 5 years of experience working in the programming languages like Go, C++ or Java - Go language is preferred
• Experience with cloud platforms (e.g. AWS, GCP, Azure)
• Good knowledge of cloud security architecture, web application security, and security engineering
• Experience working with the cloud native technologies Docker, Kubernetes, and familiar to the microservices architectures, CI/CD pipelines (Jenkins, Gitlab, Ansible)
• Ability to multitask and prioritize multiple issues
• Excellent written and verbal communication skills
• BS/MS in Computer Science/Engineering, or equivalent experience or equivalent military experience

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 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  [email protected].

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.