Sr Principal Customer Engineer - Prisma AIRS
Palo Alto Networks3 days ago
Bengaluru, IndiaStaff+
Responsibilities
- Own critical incidents and complex Jira issues for Prisma AIRS, AI Gateway, and Cloud NGFW.
- Analyze packet captures, API transactions, cloud routing, infrastructure logs, and security policies to identify root causes.
- Partner with TSEs, SREs, DevOps, backend developers, and CREs to define supportability, telemetry, and usability requirements and resolve P1/P2 incidents.
- Create LLM-based agentic workflows, troubleshooting automation, remediation processes, and tools that improve support at scale.
- Develop troubleshooting playbooks and deliver advanced technical training on Prisma AIRS and Cloud NGFW architecture.
- Build and maintain multi-tenant, multi-cloud lab environments to replicate customer deployments and validate fixes.
Requirements
- Minimum of an MS with 12 years of professional experience or a BS with at least 14 years of experience.
- Strong experience with enterprise SaaS backend systems, RESTful APIs, DevOps, SRE, and CI/CD pipelines.
- Strong knowledge of AWS, Azure, and GCP networking, TCP/IP, IPv6, and dynamic routing.
- Expertise in API integrations, routing and switching, IPSec, SSL/TLS, packet analysis, tcpdump, and Wireshark.
- Proficiency with Python, REST APIs, and Terraform for automation.
- Strong communication skills for highly technical presentations to engineers and executives.
- Ability and willingness to work flexible hours, including occasional weekends, evenings, and rotating on-call shifts.
- Preferred experience includes Claude and ChatGPT, Linux shells, sockets, resource monitoring, PAN-OS architecture, Palo Alto Networks products, Prisma AIRS, PagerDuty, and FireHydrant.
Benefits
- Most teams work from the office full time, with flexibility when needed.
- The role includes occasional weekend and evening work and rotating on-call shifts.
- Immigration sponsorship is not available for this position.
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.