Senior Customer Engineer
Palo Alto Networks4 days ago
Sofia, Bulgaria +3 moreSenior
Responsibilities
- Lead technical investigations and resolution of critical and complex customer escalations.
- Coordinate troubleshooting across TAC, Engineering, SRE, DevOps, QA, Product Management, customers, and incident commanders.
- Investigate SaaS infrastructure, cloud environments, backend services, APIs, security enforcement, control planes, AI gateways, and traffic flows using logs, telemetry, configurations, and system behavior.
- Perform root cause analysis, contribute to post-incident reviews, and drive preventive actions and product improvements.
- Develop troubleshooting scripts, automation, AI-assisted workflows, and internal tools to solve support challenges at scale.
- Build or adapt cloud-based lab environments to reproduce customer issues and validate fixes.
- Define supportability, telemetry, and usability requirements with Engineering and maintain visibility into investigations.
- Develop troubleshooting playbooks and AI Copilot knowledge inputs, train TAC teams, and provide technical guidance and office hours.
- Participate in rotating on-call shifts and provide escalation support during occasional evenings and weekends.
- Proactively identify recurring escalation patterns, diagnostic gaps, product limitations, and workflow improvements.
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 and handling critical enterprise escalations.
- Excellent written and verbal communication skills, including customer expectation management and translation of technical findings for engineers and executives.
- Understanding of enterprise SaaS architectures, distributed systems, cloud infrastructure, and operational workflows, with experience in AWS, Azure, or GCP.
- Experience or comfort with Python, JSON, REST APIs, Linux/Unix environments, SQL, SDKs, and Terraform for automation and troubleshooting.
- Proficiency using AI models such as Claude and ChatGPT in coding and engineering workflows; AI-assisted troubleshooting or automation-agent experience is highly desired.
- 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 general 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; incident management experience is beneficial.
- Familiarity with PagerDuty or FireHydrant is preferred.
- Hands-on Palo Alto Networks product experience, including PAN-OS, Strata Cloud Manager, Prisma AIRS/Portkey, Prisma SASE, or SD-WAN, is preferred.
- Knowledge of NGFW capabilities such as App-ID, User-ID, Threat Prevention, and URL Filtering is preferred.
- Experience with cloud security management platforms, multi-tenant architectures, centralized policy distribution, AI security inspection and enforcement, or cloud networking constructs is preferred.
- Familiarity with Grafana, Prometheus, distributed tracing, or equivalent logging and monitoring platforms is preferred.
- 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.
- Equal employment opportunity and confidential handling of applicant information are provided.
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.