Senior Customer Engineer

Overview

Senior Customer Engineer on the Customer Engineering team, bridging Global Customer Support (TAC), Product Engineering and Site Reliability Engineering to drive technical investigations of critical customer escalations involving SaaS and cloud security offerings, including Strata Cloud Manager (SCM) and Strata Logging Service.

What you'll do

• Own technical investigations and resolution of critical and complex customer escalations.
• Coordinate troubleshooting across TAC, Engineering and SRE, and participate in live customer and internal incident bridges with designated incident commanders.
• Work directly with developers, SRE, DevOps, QA and Product Management as an expert advisor during design and later Product Life Cycle phases.
• Establish a regular cadence and process to define supportability, telemetry and usability requirements.
• Investigate issues involving SaaS infrastructure, cloud environments, backend services, APIs, security enforcement, control planes, AI gateways and traffic flows.
• Analyze logs, telemetry, configurations and system behavior to identify root causes and contribute to post-incident reviews and preventive actions.
• Leverage AI tools and agentic workflows to accelerate troubleshooting, analyze logs, develop scripts and automate repetitive tasks.
• Create tools and automation to solve support challenges at scale, applying technical judgment to validate AI-generated outputs and follow security requirements.
• Identify recurring escalation patterns, diagnostic gaps and product limitations.
• Build or adapt cloud-based lab environments to reproduce customer issues and validate fixes when feasible.
• Develop troubleshooting playbooks and AI Copilot knowledge inputs.
• Provide targeted training, technical guidance and knowledge-sharing sessions to enable TAC teams, including structured training throughout the year and ad hoc sessions and Q&A.
• Maintain regular office hours with support teams to facilitate collaboration and faster issue resolution.
• Take ownership of emerging technical challenges and champion unplanned projects that improve customer experience.

What you'll need

• Bachelor's degree in Computer Science, Engineering or a related technical field with at least 5 years of relevant experience, or a Master's degree with at least 3 years of relevant experience. Equivalent practical experience may also be considered.
• Strong analytical and troubleshooting skills, with experience investigating complex technical issues and handling critical escalations in enterprise environments.
• Ability to work effectively under pressure and coordinate investigations across multiple teams.
• Excellent written and verbal communication skills, including communicating technical findings, managing customer expectations and engaging with enterprise customers and internal stakeholders.
• Translating technical information for other Engineers and Executive teams is an essential part of the job.
• Understanding of enterprise SaaS architectures, distributed systems, cloud infrastructure and operational workflows.
• Experience with at least one major cloud platform such as AWS, Azure or GCP.
• Comfortable with Python, JSON, REST APIs, Linux/Unix environments, SQL, SDKs and infrastructure-as-code (Terraform) to automate lab deployments and build custom troubleshooting scripts.
• Proficiency with SOTA AI models (such as Claude and ChatGPT) in coding and engineering workflows.
• Familiarity or experience with enterprise SaaS application backend systems, DevOps, SRE and CI/CD pipelines.
• Solid understanding of TCP/IP, DNS, HTTP/HTTPS, SSL/TLS, certificates, routing and general network troubleshooting.
• Experience working with Technical Support, Engineering, SRE, DevOps or Product Management to investigate and resolve complex technical issues.
• Comfortable working in a dynamic environment, learning new technologies and taking on evolving responsibilities.
• Willingness to participate in rotating on-call shifts and provide technical escalation support during occasional evenings and weekends.

Nice to have

• Experience developing AI-assisted troubleshooting workflows, automation agents or internal engineering tools is highly desired.
• Experience with incident management processes is beneficial.
• Familiarity with incident management tools such as PagerDuty or FireHydrant.
• Hands-on experience with Palo Alto Networks products, particularly Software Firewalls, Strata Cloud Manager (SCM), Prisma AIRS/Portkey, Prisma SASE or SD-WAN.
• Knowledge of core NGFW capabilities such as App-ID, User-ID, Threat Prevention and URL Filtering across physical, virtual and cloud-delivered environments.
• Experience with cloud security management platforms, multi-tenant architectures, centralized policy distribution or AI security inspection and enforcement.
• Familiarity with cloud networking constructs such as VPCs, VNETs, Transit Gateways, Gateway Load Balancers, Application Load Balancers and route tables.
• Familiarity with observability technologies such as Grafana, Prometheus, distributed tracing or equivalent logging and monitoring platforms.
• Experience with cloud-based lab environments, root cause analysis (RCA), post-incident reviews and technical enablement.

Details

• Location: Bangalore, India (Office).
• Most teams work from the office full time, with flexibility when needed.
• Rotating on-call shifts, with occasional evenings and weekends.
• Not eligible for immigration sponsorship; the company will not sponsor applicants for work visas for this position.