Sr Principal Customer Engineer - Prisma AIRS

About the job

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

Job Summary

As a Senior Principal CE Prisma AIRS Engineer, you will focus on the core AI inspection, gateway, control plane, and security enforcement layers of our managed Prisma AIRS and Cloud NGFW solutions. You will partner with Customer Reliability Engineering (CRE) to bridge the gap between customer-facing teams and backend cloud infrastructure, providing escalation support and defining supportability requirements. This role uniquely empowers you to act as a thought leader within the Global Customer Support (GCS) organization while working with cutting-edge AI and cloud security technologies. You will thrive in this position if you excel in cloud-native environments and consistently seek to understand the "why" behind complex technical issues. Key Responsibilities

- Own critical incidents and technically complex Jira issues for Prisma AIRS, AI Gateway, and Cloud NGFW.

- Analyze complex packet captures, API transactions, cloud routing, and infrastructure logs to identify root causes.

- Partner with TSEs, SRE, DevOps, and backend Developers to define supportability, telemetry, and usability requirements.

- Leverage LLMs to create agentic workflows and innovate automated troubleshooting and remediation processes.

- Collaborate with CREs and SREs during P1/P2 incidents to investigate backend infrastructure and security policies.

- Develop troubleshooting playbooks and deliver advanced technical training on Prisma AIRS and Cloud NGFW architecture.

- Create tools and automation to solve support challenges at scale and improve the overall customer experience.

- Build and maintain complex multi-tenant, multi-cloud lab environments to replicate customer deployments and validate fixes.

Qualifications

Required Qualifications

- Minimum of MS with 12 years of professional experience, or BS with at least 14 years of experience. (Please confirm this inferred value with your Comp partner).

- Strong experience with enterprise SaaS application back-end systems, RESTful APIs, DevOps, SRE, and CI/CD pipelines.

- Solid grasp of AWS, Azure, and GCP networking constructs and fundamentals in TCP/IP, IPv6, and dynamic routing.

- Expertise in troubleshooting, API integrations, routing/switching, IPSec, SSL/TLS, and packet analysis using tcpdump and Wireshark.

- Proficiency with Python, REST APIs, and infrastructure-as-code (Terraform) to automate lab deployments and scripts.

- Strong communication skills to deliver highly technical presentations to Engineers and Executive teams.

- Ability and willingness to work flexible hours, including occasional weekends, evenings, and rotating on-call shifts.

Preferred Qualifications

- Proficiency with state-of-the-art AI models such as Claude and ChatGPT in coding and engineering workflows.

- Comfortable navigating Linux shells, understanding sockets, and monitoring resource consumption.

- Deep understanding of PAN-OS architecture, specifically dataplane packet flow, App-ID, Content-ID, and SSL Decryption.

- Hands-on experience with Palo Alto Networks products, particularly Prisma AIRS.

- Experience with incident management tools such as PagerDuty or FireHydrant.

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 .

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? No. Please note that we will not sponsor applicants for work visas for this position.