Principal Escalations Engineer (Customer Engineering, Network Security)

Location: Onsite in Santa Clara, San Francisco, or San Jose, California, United States

Annual base salary: $156,400–$253,000

Company

A cybersecurity company developing network security products and AI-enabled support capabilities.

What you will do

• Drive top-tier technical escalations and diagnose defects for customers experiencing critical issues.
• Collaborate with Product Engineering on hotfixes and represent engineering during executive communications.
• Identify product serviceability improvements and integrate serviceability into early product design with QA teams.
• Define autonomous AI troubleshooting workflows, function-calling schemas, and guardrails for customer copilots.
• Author structured playbooks, guides, and tool definitions for support engineers and AI agents.

Requirements

• Bachelor’s or master’s degree in Computer Science, Electrical Engineering, or a related technical field.
• 7+ years of experience in technical support, systems engineering, or top-tier technical escalations at a cybersecurity or network security vendor.
• Hands-on knowledge of L1–L7 networking, routing, switching, IPsec, PKI, and SSL.
• Strong debugging and infrastructure troubleshooting skills across network security equipment and cloud environments.
• Proficiency in PCAP analysis with Wireshark, tcpdump, or similar tools.
• Ability to convert complex troubleshooting procedures into structured Markdown guides and deterministic AI tool definitions.

Nice to have

• Experience with AWS, Azure, GCP, SASE, CASB, and SWG technologies.
• Advanced packet crafting and replay experience.
• Knowledge of AI concepts such as RAG knowledge-base curation and function-calling schemas.
• Basic Python scripting and cloud or networking certifications such as CCNA, CCNP, or AWS Certified Solutions Architect.

Culture & Benefits

• Most teams work from the office full time, with flexibility when needed.
• Work in a collaborative environment focused on cybersecurity innovation and real-time problem solving.
• Compensation may include restricted stock units and a bonus in addition to base salary.
• Immigration sponsorship is available for this role.
• Reasonable accommodations are available for qualified individuals with disabilities or special needs.