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.

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. 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 excellent outcomes. 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. 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 serve as 4th level support in R&D; for pCloud SRS cases being able to reconstruct, debug and fix issues from the field. #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 Apply 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 Monitoring tools - Datadog, Prometheus, Grafana etc. 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 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 The offered compensation may also include restricted stock units and a bonus.

We’re trailblazers that dream big, take risks, and challenge cybersecurity’s status quo. 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 [email protected] 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. Is role eligible for Immigration Sponsorship?: Yes #

📌 Principal Software Escalation Engineer (Calgary)
🏢 Palo Alto Networks
📍 Calgary