Sr Principal Customer Engineer / Architect - Prisma AI Security

Job Summary

As a Senior Principal CE Prisma AI Security (AIRS) Engineer, you will focus on the core AI Security product portfolio, which includes 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 and influence Engineering and Product roadmap decisions 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

• Partner with Engineering, SRE, DevOps, Product, 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.
• Participate in new product roadmap discussions and engage with Engineering on Product improvements and roadmap to influence Product Supportability
• 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.
• Lead 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.

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. Be comfortable working with Developers and Infrastructure as a Code, SDLC concepts

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.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.