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About the Role

The pCloud group within Idira Platform is developing modern services focused on providing shared services to all modern privilege services. The group's mission is to offer rotation services and policy management to customers via secure communication, adhering to the highest security standards. The goal is to build and maintain a scalable, fault-tolerant, high-load, distributed system. We are seeking an outstanding Principal R&D Escalation Engineer to enhance customer support, proactively define and sharpen monitoring capabilities, and serve as 4th level R&D support for pCloud SRS cases, capable of reconstructing, debugging, and fixing field issues.

Responsibilities

Define and sharpen proactive monitoring capabilities.
Serve as 4th level support in R&D for pCloud SRS cases.
Reconstruct, debug, and fix issues from the field.
Leverage extensive customer support experience to provide feedback for service improvement.
Drive customer communication during critical events.
Drive projects that improve support-related processes and customer technical support experience.
Learn and use groundbreaking technologies.
Apply advanced troubleshooting techniques to provide unique solutions.
Interact with leading engineers across the company.
Reproduce and resolve customer issues.
Write tutorials and other technical articles for the community.
Monitor and improve the availability, performance, and security of production services.

Requirements

Understand API’s and micro-services concepts.
Experience with serverless technologies is an advantage.
Knowledge of AWS and Cloud Computing concepts.
Passionate about solving customer facing issues.
Self-learner with great technical skills and high attention to detail.
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.

Skills

Python
Datadog
Prometheus
Grafana

Location

Palo Alto Networks

Work Type

Full-time
Onsite

Experience Level

5+ years' experience in Python
Principal

Education Level

Bachelor’s degree in Science/Technology/Engineering or a related field OR equivalent experience in a technical position

Salary/Compensations

$146,000.00 - $200,000.00/yr

Benefits

Restricted stock units
Bonus

About the Company

At 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.
In order to be the cybersecurity partner of choice, we must trailblaze the path and shape the future of our industry.
We weave AI into the fabric of everything we do and use it to augment the impact every individual can have.
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.
We’re trailblazers that dream big, take risks, and challenge cybersecurity’s status quo.
It’s simple: we can’t accomplish our mission without diverse teams innovating, together.

Equal Opportunity

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 accommodations@paloaltonetworks.com.
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