Posted 3 months ago
Principal Software Escalation Engineer
@ Palo Alto Networks, Inc.
Toronto, Ontario
Overview
Palo Alto Networks is hiring a Principal R&D Escalation Engineer for its pCloud group, which builds shared privilege and secret-rotation services. The role serves as fourth-level R&D support, reproducing and fixing customer issues, and drives proactive monitoring. The posting states a base salary range of $146,000 to $200,000 per year and that most teams work from the office full time.
Responsibilities:
- Reconstruct, debug and fix issues from the field as R&D 4th-level support
- Define and sharpen proactive monitoring capabilities
- Drive customer communication during critical events
- Drive projects that improve support processes
Requirements summary:
- Bachelor's degree in science, technology or engineering, or equivalent technical experience
- 5+ years of Python, including debugging legacy code
- Understanding of APIs and microservices
- Knowledge of AWS and cloud computing
- Experience with Datadog, Prometheus or Grafana
Tools & skills
Source and dates
Employer career site / ATS feed · workday
- Employer posting date
- 2026-07-26
- First seen by our source
- 2026-10-08
- Source record updated
- 2026-10-14
These dates describe the source record, not a live verification that the employer is still hiring. Check the original posting.
Job details
| Seniority | Senior |
| Department | Customer service |
| Experience | 5+ years |
| Hours per week | 40 (estimated) |
| Work setting | Office |
| Position | Mostly sitting |
| Physical demands | physical low · computer high |
| Languages | English |
| Education | Bachelor’s degree (required) |
| Fields of study | Science, Technology, Engineering |
| Perks mentioned | Performance bonus, Stock or equity |
Summary and details written by AI from the posting; the employer’s posting is the authority.
Palo Alto Networks, Inc.
Saved company profile
Historical company information from a saved The Jobs API profile (LinkedIn/Crunchbase fields). It is not live-verified; figures may have changed. Missing values remain unknown.
Securing Our Digital Way of Life
Full company description
Palo Alto Networks, the global cybersecurity leader, is shaping the cloud-centric future with technology that is transforming the way people and organizations operate. Our mission is to be the cybersecurity partner of choice, protecting our digital way of life. We help address the world's greatest security challenges with continuous innovation that seizes the latest breakthroughs in artificial intelligence, analytics, automation, and orchestration. By delivering an integrated platform and empowering a growing ecosystem of partners, we are at the forefront of protecting tens of thousands of organizations across clouds, networks, and mobile devices. Our vision is a world where each day is safer and more secure than the one before. For more information, visit www.paloaltonetworks.com.
- LinkedIn followers
- 1,885,017
- People associated on LinkedIn
- 21,789
- Reported office locations
- 3000 Tannery Way, SANTA CLARA, California 95054, US
- 3901 Dallas Pkwy, Plano, TX 75093, US
- De Entree 99, Amsterdam, North Holland 1101 HE, NL
- 1 Wallich St, Singapore, 07, SG
- Yehuda HaLevi 23, Tel Aviv-Yafo, Tel Aviv 67132, IL
- 1 Wallich St, Singapore, Singapore, SG
- Business categories
- Information Technology
- Cloud Security
- Network Hardware
- Cyber Security
- Software
- Enterprise Software
- Internet
- Security
- Network Security
- Cloud Data Services
- Agentic AI
- Computer
- Other recorded names
- Palo Alto Networks
- Specialties
- Security Operating Platform
- Cloud Security
- SaaS Security
- Network Security
- Next-Generation Firewall
- Cybersecurity
- Threat and Malware Prevention
- URL Filtering
- Threat Intelligence
- Enterprise Security Platform
- Endpoint Security
- Threat Research
- Unit 42
- NextWave Partners
- Amazon Web Services
- Microsoft Azure
- Google Cloud Platform
- VMware NSX
- Application Framework
- Behavioral Analytics
- Logging Service
- Network Security Management
- LIVE Community
- Cybersecurity Canon
- Fuel User Group
- and Cyber Threat Alliance
- Profile identifies a recruitment agency
- No
- Reported total investment
- 65,000,000
Currency and observation date were not supplied; this is not a current valuation or a funding round.
Palo Alto Networks, the global cybersecurity leader, is shaping the cloud-centric future with technology that is transforming the way people and organizations operate. Our mission is to be the cybersecurity partner of choice, protecting our digital way of life. We help address the world's greatest security challenges with continuous innovation that seizes the latest breakthroughs in artificial intelligence…
| Field | Value |
|---|---|
| Industry | Computer and Network Security |
| Company size | 10,001+ employees |
| Headquarters | SANTA CLARA, California |
| Organization type | Public Company |
| Specialties | Security Operating PlatformCloud SecuritySaaS SecurityNetwork SecurityNext-Generation FirewallCybersecurityThreat and Malware PreventionURL FilteringThreat IntelligenceEnterprise Security Platform |
| Open jobs on Jobsy | 2 |
| View page |
Our Mission
At Palo Alto Networks®, we’re united by a shared mission—to protect our digital way of life. We thrive at the intersection of innovation and impact, solving real-world problems with cutting-edge technology and bold thinking. Here, everyone has a voice, and every idea counts. If you’re ready to do the most meaningful work of your career alongside people who are just as passionate as you are, you’re in the right place.
Who We Are
In order to be the cybersecurity partner of choice, we must trailblaze the path and shape the future of our industry. This is something our employees work at each day and is defined by our values: Disruption, Collaboration, Execution, Integrity, and Inclusion. We weave AI into the fabric of everything we do and use it to augment the impact every individual can have. If you are passionate about solving real-world problems and ideating beside the best and the brightest, we invite you to join us!
We believe collaboration thrives in person. That’s why most of our teams work from the office full time, with flexibility when it’s needed. This model supports real-time problem-solving, stronger relationships, and the kind of precision that drives great outcomes.Job Summary
What You’ll Do:
We are the pCloud group of Idira Platform. Our group developing modern services.
Our group's mission is provide shared services to all modern privilege services and provide rotation services and policies management to customers using secure communication while practicing the highest security standards. Our goal is to build and maintain a scalable, fault-tolerant, high-load, distributed system.
We are searching for an outstanding Principal R&D escalation engineer to join us on our journey to provide the best possible support for our customers.
As R&D escalation engineer you will act both proactive and reactive towards pCloud customer success.
You will define and sharpen our proactive monitoring capabilities.
You will serve as 4th level support in R&D for pCloud SRS cases being able to reconstruct, debug and fix issues from the field.
#LI-KR1
What you need to succeed:
- Leverage your extensive customer support experience to provide feedback to internal teams on how to improve our services
- Drive customer communication during critical events
- Drive projects that improve support-related processes and our customers’ technical support experience
- Learn and use groundbreaking technologies
- Apply advanced troubleshooting techniques to provide unique solutions to our service
- Interact with leading engineers across the company
- Reproduce and resolve customer issues
- Write tutorials and other technical articles for the CyberArk’s community
- Monitor and improve the availability, performance, and security of production services
- Understands API’s and micro-services concepts
- Experience with serverless technologies - advantage
- Monitoring tools - Datadog, Prometheus, Grafana etc.
- Problem solver who enjoys being challenged
- Knowledge of AWS and Cloud Computing concepts
- Bachelor’s degree in Science/Technology/Engineering or a related field OR equivalent experience in a technical position
- Passionate about solving customer facing issues
- Self-learner, with great technical skills and high attention to details
- Courageous enough to deep dive into a big project, loves troubleshooting and able to perform efficient root cause analysis
- Eager to work and collaborate with support and customers to troubleshoot and solve issues
Qualifications
- Bachelor’s degree in Science/Technology/Engineering or a related field OR equivalent experience in a technical position
- 5+ years' experience in Python with the ability to debug code of new features as well as legacy
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/com-missioned roles) is expected to be the annual range listed below. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here.
$146,000.00 - $200,000.00/yrOur Commitment
We’re trailblazers that dream big, 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.
Is role eligible for Immigration Sponsorship?: YesJournal
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