Principal Escalation Engineer (Next Generation Firewall / Cloud Security)

About the role

Principal Escalation Engineer (Customer Engineering) NGFW Customer Engineering team is the voice of the customers into engineering by optimizing Engineering-Customer interactions by resolving critical customer situations and improving the factors leading to escalations.

What you'll do

• Understand escalation process, identify areas of gaps and work on improvements in existing processes
• Work with internal support teams, service delivery teams and account teams to provide solutions to critical customer situations
• Support & drive customer get well plans
• Support, debug, and break fix any issues collaborating with internal engineering teams
• Coordinate day-to-day problem, issue resolution and ensure timely resolution of issues

What you need

• 7–13 yrs of experience
• Firewalls
• Cloud security
• AWS
• GCP
• Azure
• Python
• B.Tech or B.E.

Good to have

• C++
• C
• Network security
• LLMs
• Linux