Principal Escalations Engineer
Core
Technical pivot point translating complex field signals into learning for a self-improving AI support system and actionable engineering insights.
Role type
Principal Escalations Engineer (SRE)
Builds
Agentic AI troubleshooting workflows, structured playbooks, and deterministic tool calls for customer co-pilots.
Domain
Cybersecurity / Network Security / AI Infrastructure
Deliverable
production ML models | product features | client delivery
Required skills
L1–L7 networking, routing, switching, IPSEC, PKI, SSL, hardware/software/cloud troubleshooting, PCAP analysis, Python scripting, root-cause isolation
Preferred skills
Multi-cloud environments (AWS, Azure, GCP), SASE, CASB, SWG, RAG knowledge base curation, function-calling schemas, evaluation benchmarks
Technologies
Wireshark, tcpdump, AWS, Azure, GCP
Responsibilities
Diagnose defects and drive resolution for complex customer escalations alongside AI tools; define autonomous AI troubleshooting workflows and guardrails; author structured playbooks and tool definitions for support engineers and AI agents; embed serviceability into early product design phases.
Seniority
Principal, hands-on IC with strategic impact