Senior Customer Engineer
Palo Alto Networks4 days ago
Bengaluru, IndiaSenior
Responsibilities
- Lead technical investigations and resolutions for critical and complex customer escalations.
- Coordinate troubleshooting across customers, TAC, Engineering, SRE, DevOps, QA, and Product Management.
- Investigate SaaS infrastructure, cloud environments, backend services, APIs, security enforcement, control planes, AI gateways, and traffic flows.
- Analyze logs, telemetry, configurations, and system behavior to determine root causes and support post-incident reviews.
- Build or adapt cloud-based lab environments to reproduce customer issues and validate fixes.
- Create scripts, automation, AI-assisted troubleshooting workflows, and internal engineering tools.
- Define supportability, telemetry, usability, and diagnostic requirements with Engineering.
- Develop troubleshooting playbooks and AI Copilot knowledge inputs and provide TAC training and technical guidance.
- Identify recurring escalation patterns, diagnostic gaps, and product limitations to improve customer support at scale.
- Participate in rotating on-call shifts and provide occasional evening and weekend escalation support.
Requirements
- Bachelor’s degree in Computer Science, Engineering, or a related technical field with at least 5 years of relevant experience, or a master’s degree with at least 3 years of relevant experience; equivalent practical experience may be considered.
- Experience investigating complex technical issues, handling critical enterprise escalations, and coordinating multi-team investigations.
- Excellent written and verbal communication skills, including communicating technical findings and managing enterprise customer expectations.
- Understanding of enterprise SaaS architectures, distributed systems, cloud infrastructure, and operational workflows.
- Experience with at least one major cloud platform such as AWS, Azure, or GCP.
- Comfort with Python, JSON, REST APIs, Linux/Unix environments, SQL, SDKs, Terraform, and AI models such as Claude and ChatGPT.
- Familiarity or experience with enterprise SaaS backend systems, DevOps, SRE, and CI/CD pipelines.
- Understanding of TCP/IP, DNS, HTTP/HTTPS, SSL/TLS, certificates, routing, and network troubleshooting.
- Experience collaborating with Technical Support, Engineering, SRE, DevOps, or Product Management on complex technical issues.
- Willingness to participate in rotating on-call shifts and provide occasional evening and weekend support.
- Preferred experience with Palo Alto Networks products, PAN-OS, Strata Cloud Manager, Prisma AIRS/Portkey, Prisma SASE, SD-WAN, or software firewalls.
- Preferred knowledge of App-ID, User-ID, Threat Prevention, URL Filtering, cloud networking, multi-tenant architectures, and centralized policy distribution.
- Preferred familiarity with VPCs, VNETs, Transit Gateways, Gateway Load Balancers, Application Load Balancers, route tables, Grafana, Prometheus, distributed tracing, PagerDuty, and FireHydrant.
- Experience with cloud-based lab environments, root-cause analysis, post-incident reviews, and technical enablement is preferred.
Benefits
- Most teams work from the office full time, with flexibility when needed.
- Rotating on-call coverage includes occasional evenings and weekends.
- The company provides reasonable accommodations for qualified individuals with disabilities or special needs.
Categories
Solutions Engineering
About Palo Alto Networks
Palo Alto Networks builds cybersecurity products for enterprises and governments, including next-generation firewalls, cloud security (Prisma Cloud/Prisma Access), and SOC tools (Cortex). It sells subscriptions and appliances with cloud-delivered threat intelligence, securing networks, endpoints, and applications across data centers and public clouds. Founded in 2005 and headquartered in Santa Clara, California, the company is publicly traded on the NYSE under the ticker PANW.