Sr Staff Software Escalation Engineer - Identity Security Management Platform

Palo Alto Networks is dedicated to protecting the digital way of life through innovative technology and bold thinking. They are seeking a Senior Staff Software Escalation Engineer to ensure the reliability and operational excellence of their Identity Security Management platform by investigating complex production issues and collaborating with global R&D teams to enhance platform reliability.

Responsibilities:

• Serve as the highest level of engineering escalation for complex production issues across Identity Security Administration (ISA), Secure Infrastructure Access (SIA), Privilege Cloud, and Tenant Management (TM)
• Own production investigations from initial escalation through root cause identification and engineering resolution
• Reproduce complex production issues and analyze logs, metrics, traces, telemetry, APIs, source code, and system behavior to isolate root causes
• Partner directly with global R&D teams to diagnose software defects, validate findings, and drive timely product fixes
• Translate investigation findings into actionable engineering defects with clear reproduction steps, log analysis, and supporting evidence
• Differentiate among software defects, configuration issues, infrastructure problems, and environmental conditions to ensure accurate ownership
• Serve as a technical leader during major production incidents, driving cross-functional collaboration to restore platform stability and prevent recurrence
• Collaborate closely with Engineering, Product Management, Cloud Operations, and Technical Support to restore platform stability and prevent recurrence
• Develop troubleshooting tools, automation, diagnostics, and technical documentation to improve investigation efficiency and operational excellence
• Analyze recurring production issues to identify systemic trends and influence long-term product, architectural, and operational improvements
• Mentor engineers and share technical expertise across Engineering, R&D, and Technical Support organizations
• Participate in an on-call rotation supporting production services

Requirements:

• This position requires authorization to work in the United States without current or future employer sponsorship due to customer and regulatory requirements associated with supporting regulated U.S. government cloud environments
• Bachelor's degree in Computer Science, Engineering, Information Technology, or a related technical field, or equivalent practical experience
• 5 + years of extensive experience supporting large-scale enterprise SaaS or cloud-native platforms in Escalation Engineering, Software Engineering, Production Engineering, Sustaining Engineering, or a similar role
• Demonstrated experience working directly with software engineering and R&D teams to investigate product defects, reproduce issues, isolate root causes, and drive engineering resolution
• Ability to diagnose, troubleshoot, and resolve highly complex production issues beyond the scope of Tier 1 and Tier 2 support organizations
• Strong debugging and root cause analysis skills across distributed systems, cloud services, enterprise applications, APIs, and infrastructure
• Ability to understand complex SaaS architectures and troubleshoot issues across multiple technology layers
• Experience reading, reviewing, or debugging source code and translating production findings into actionable engineering defects
• Excellent presentation, verbal, and written communication skills, particularly during high-pressure, critical incidents
• Ability to navigate conflicting priorities while driving successful engineering outcomes and maintaining a strong customer focus
• Willingness to participate in an on-call rotation supporting production services
• Ability to work remotely within the United States while maintaining regular availability during morning business hours in the U.S. Eastern Time Zone to support collaboration with global R&D teams
• Idira Platform Experience (CyberArk)
• Experience supporting the Idira Identity Security platform (formerly CyberArk), including one or more of the following products: Identity Security Administration (ISA), Secure Infrastructure Access (SIA), Privilege Cloud, Tenant Management (TM)
• Experience with Identity Security, Identity Governance, Privileged Access Management (PAM), Identity and Access Management (IAM), or enterprise cybersecurity solutions
• Experience troubleshooting distributed microservices, cloud-native applications, REST APIs, authentication flows, and modern SaaS architectures
• Hands-on experience with AWS; experience with AWS GovCloud is an advantage
• Experience working for a cybersecurity or enterprise security software company
• Proficiency in scripting and automation using Python, Bash, or PowerShell to create diagnostic tools, automate troubleshooting, and improve operational efficiency
• Strong understanding of Windows and Linux operating systems, including: User management, Authentication and authorization, Process management, File system management, System administration fundamentals, Remote access and administration using RDP and SSH
• 3+ years of experience with C#, including the ability to debug new features and legacy code, identify software defects, and support root cause analysis in partnership with R&D