Senior Customer Engineer
Palo Alto Networks, Inc. (company site, opens in a new tab)5+ yrsBengaluruOn-siteDirect career pageEst. 28–45 LPA
Posted 8h ago
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Job description
Structured overview of role & requirements
About This Role
- Lead investigations and resolution of critical customer escalations across Strata Cloud Manager, Strata Logging Service, and related SaaS/cloud security services; coordinate TAC, Engineering, and SRE during incidents.
- Find root causes using logs, telemetry, APIs, configurations, and cloud labs; drive preventive actions and product improvements by surfacing recurring issues and supportability gaps.
- Build AI-assisted troubleshooting and automation, and improve TAC readiness through playbooks, training, and knowledge sharing.
Minimum Requirements
- Work Experience Required: Bachelor’s degree in a relevant technical field plus at least 5 years of relevant experience, or a Master’s degree plus at least 3 years; equivalent practical experience may be considered.
- Required technical background includes enterprise SaaS/backend systems, distributed systems and cloud infrastructure; experience with at least one of AWS, Azure, or GCP; and familiarity or experience with DevOps, SRE, and CI/CD.
- Requires scripting and troubleshooting capability with Python, JSON, REST APIs, Linux/Unix, SQL, SDKs, and Terraform; sound networking fundamentals including TCP/IP, DNS, HTTP/HTTPS, SSL/TLS, certificates, and routing.
- Must be willing to join rotating on-call shifts, including occasional evenings and weekends. Work visa sponsorship is not available.
Ideal Candidate Profile
- Has handled complex enterprise customer escalations and can lead investigations across customer-facing support, Engineering, SRE, DevOps, and Product teams.
- Best fit for a cloud-native SaaS/security environment: experience with Palo Alto Networks products, cloud networking, multi-tenant security platforms, or observability tools is a plus.
- Can apply AI models and agentic workflows to engineering tasks, validate generated outputs, automate diagnostics, and turn incident learnings into support and product improvements.