Sr Director, Engineering

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

Your Career
As the Director of Technical Escalations for the Firewall as a Platform team you will be the strategic R&D leader to partner with the Global Customer Support organization's TAC team for visibility and coordination for all customer engineering escalations. You' ll be responsible for managing projects, escalations, analyzing processes & tools issues and looking for opportunities to optimize operations.
Your Impact
Ownership for driving progress and resolution of customer's critical issues
Interface between the Product/Engineering teams (BU) and the TAC/Customers teams
Engage and lead cross-functional teams in the development and execution of action plans to address critical situations.
Effectively communicate critical issue status (both verbally and written) to executive staff, sales teams, and other invested parties. Build a comprehensive dashboard to track all engineering escalations by product
Creative thinking, adaptability, and versatility
Demonstrate strong judgment at risk management and problem mitigation, as well as making timely decisions from both business and technical perspectives
Strong ability to influence and effective at assigning tasks and responsibilities to successfully achieve all key objectives of the critical account
Identify systemic and pervasive issues related to products and/or processes and drive actions to prevent future problems
Be the customer facing executive and customer champion internally to ensure quality and customer experience is paramount

Qualifications
Your Experience
BA/BS in computer science or equivalent (MBA a plus)
Advanced Career level years of engineering escalation, customer-facing and/or services delivery management roles
Need good background in Networking, Security and Cloud Services
Ability to confidently engage with Palo and customer executives
Ability to multiplex accounts and actions within accounts
Engage & lead cross-functional and geographically dispersed teams to address critical situations
Effectively communicate (verbal and written) critical issue status to executive staff, sales teams, and other invested parties
Program/project management of critical issues in a cross-functional environment that includes working with sales, customer, and partners to resolve complex and critical issues
Strong capacity for Influencing, negotiating and delegating efforts
Ability to work in a fast-paced, challenging environment with global customers
Ability to multitask & prioritize with a goal of driving issues to closure on behalf of the customer
A "whatever it takes" customer-first attitude and a willingness to focus and commit to foster customer success
Demonstrated ability to lead and motivate others
Experience in Technical Account Management, Engineering Management, Customer Support Management, or similar roles desired

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. A description of our employee benefits may be found here.

$250,000.00 - $344,500.00/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

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.