Sr Staff Escalation Engineer

Skip to main content Saved Jobs (0) Job Alerts EN Deutsch (German) English (English) 日本語 (Japanese) Search Jobs Keywords Location Search Jobs Close Button Security Awareness! Read more to learn about how we're keeping job seekers safe. Palo Alto Networks is on a mission to keep the digital world safe, and this extends to job seekers as well. Please be mindful of a current bad actor practice of recruiters impersonating us. If you receive an email from someone who does not have a @paloaltonetworks.com email address, please do not respond or engage. Job Details Revolutionizing protection. Define what’s next in cybersecurity. Sr Staff Escalation Engineer Bengaluru, Karnataka, India Product Engineering Ref ID: JR-019112 Apply Save Job Current Employees, apply here 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 SummaryThis is a highly visible, senior level position on a small but growing team that will benefit from out of box thinking and technical insight. The ideal Sr Staff Escalation Engineer will bring a mix of customer management and broad/deep technical skills related to telecommunication equipment and Internet traffic. A background in troubleshooting or designing modern networks, a good understanding of the behaviors of Internet applications and protocols and strong command of English are the starting points for success in this role.Key ResponsibilitiesIntercept and assist or drive technical escalations that come to the executive level in engineering.Speak with executive levels at customers, delivering discussions about the situation, explaining the root cause or progress toward it, providing status internally, and addressing technical questions during customer interactions.Configure and troubleshoot dynamic routing protocols, primarily BGP and OSPF.Perform L1-L3 (ISO model) troubleshooting.Analyze and troubleshoot Internet applications and protocols.Troubleshoot VPNs, including IPSec and SSL tunnels.Conduct Pcap analysis using Wireshark and other tools.Perform hardware troubleshooting for telecommunications equipment.Qualifications BE/B.tech or equivalent technical graduation is mandatory or equivalent military experience requiredShould have 5-10 Years of experience as an Escalation Engineer.Career level experience in support service, technical support or similar troubleshooting related roleTechnical lead in area of expertise related to cyberspace equipment vendor or network security organizationAble to explain complex technical issues to non-technical peopleAble to have open discussions on network design, network security and related technical...