Principal Software Escalation Engineer

Our Mission

At Palo Alto Networks were united by a shared missionto 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 youre ready to do the most meaningful work of your career alongside people who are just as passionate as you are youre 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. Thats why most of our teams work from the office full time with flexibility when its needed. This model supports real-time problem-solving stronger relationships and the kind of precision that drives great outcomes.

Job Summary

What Youll Do:

We are the pCloud group of Idira Platform. Our group developing modern services.

Our groups 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 CyberArks community
• Monitor and improve the availability performance and security of production services
• Understands APIs 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
• Bachelors 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

• Bachelors degree in Science/Technology/Engineering or a related field OR equivalent experience in a technical position
• 5 years experience in Pythonwith 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.

$146000.00 - $200000.00/yr

Our Commitment

Were trailblazers that dream big take risks and challenge cybersecuritys status quo. Its simple: we cant 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 .

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: Yes

Required Experience:

Staff IC

Employment Type : Full-Time
Experience: years
Vacancy: 1
Monthly Salary Salary: 146000 - 200000