Principal Software Escalation Engineer

Toronto, Ontario, Canada Product Engineering Ref ID: JR-019544

Our Mission

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. 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 Are

In 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 Summary

What 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-KR1

What you need to succeed:

Leverage your extensive customer support experience to provide feedback to internal teams on how to improve our services

Drive customer communication during critical events

Drive projects that improve support-related processes and our customers’ technical support experience

Learn and use groundbreaking technologies

advanced troubleshooting techniques to provide unique solutions to our service

Interact with leading engineers across the company

Reproduce and resolve customer issues

Write tutorials and other technical articles for the CyberArk’s community

Monitor and improve the availability, performance, and security of production services

Understands API’s and micro-services concepts

Experience with serverless technologies - advantage

Monitoring tools - Datadog, Prometheus, Grafana etc.

Problem solver who enjoys being challenged

Knowledge of AWS and Cloud Computing concepts

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

Passionate about solving customer facing issues

Self-learner, with great technical skills and high attention to details

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

Qualifications

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

5+ years' experience in Python with the ability to debug code of new features as well as legacy

Compensation Disclosure

The compensation offered for this position will depend on qualifications, experience, and work location. For candidates who receive an offer at the posted level, the starting base salary (for non-sales roles) or base salary + commission target (for sales/com-missioned roles) is expected to be the annual range listed below. The offered compensation may also include restricted stock units and a bonus.

$146,000.00 - $200,000.00/yr

Our Commitment

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.

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.

Is role eligible for Immigration Sponsorship?: Yes