Staff Escalation Engineer (Cortex Platform)
Our MissionAt 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 AreIn 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 SummaryJob SummaryThe Supportability & Tooling team sits at an exciting crossroads between TAC (Technical Assistance Center) and Product Engineering. In this role, you will focus directly on Cortex—our industry-leading suite powering the modern SOC—to build internal tools, diagnostic engines, and enablement frameworks. You will identify knowledge gaps, leverage AI/LLM models to streamline technical support, and translate complex technical challenges into automated utilities. Ultimately, you will empower our global engineers to scale support for our fastest-growing platforms.Key ResponsibilitiesArchitect, build, and deploy custom internal tools, diagnostic scripts, and analytics dashboards to empower TAC engineers.Integrate modern AI APIs, LLMs, and prompt engineering pipelines into TAC's operational stack to automate ticket triage and speed up diagnosis.Translate complex code-level defects and platform architecture updates into high-impact training, white papers, and TOIs.Collaborate with Product Management and R&D to identify usability friction and embed supportability requirements into the Cortex roadmap.Extract data trends from Jira, Salesforce, and Tableau to proactively surface support gaps and reduce ticket friction.Qualifications Required Qualifications7+ years of experience in high-tier technical support, escalations, or systems engineering roles, working closely with enterprise customers and engineering teams.Hands-on coding and scripting experience (Python, JavaScript, or Go) to automate tasks, parse logs, and build internal utilities.Practical experience utilizing AI tools (e.g., LLMs, GitHub Copilot) to accelerate root-cause analysis and optimize workflows.Solid networking foundations, including troubleshooting TCP/IP, application-layer pro...