Principal Software 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. Principal Software Escalation Engineer Toronto, Ontario, Canada Product Engineering Ref ID: JR-019544 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 SummaryWhat You’ll Do:We are the pCloud group of Idira Platform. Our group developing modern services.Our group's 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-KR1What you need to succeed:Leverage your extensive customer support experience to provide feedback to internal teams on how to improve our servicesDrive customer communication during critical eventsDrive projects that improve support-related processes and our customers’ technical support experienceLearn and use groundbreaking technologiesApply advanced troubleshooting techniques to provide unique solutions to our serviceInteract with leading engineers across the companyReproduce and resolve customer issuesWrite tutorials and other technical articles for the CyberArk’s communityMonitor and improve the availability, performance, and security of production servicesUnderstands API’s and micro-services conceptsExperience with serverless technologies - advantageMonitoring tools - Datadog, Prometheus, Grafana etc.Problem solver who enjoys being challengedKnowledge of AWS and Cloud Computing...