Principal Escalations Engineer
Core
Principal Escalations Engineer acting as a technical pivot point for an AI-driven support ecosystem, diagnosing complex defects and driving resolution alongside AI tools.
Role type
Principal Escalations Engineer (SRE)
Builds
Agentic AI troubleshooting workflows, structured playbooks, and deterministic tool definitions for customer co-pilots.
Domain
Cybersecurity / Network Security / AI Infrastructure
Deliverable
production ML models
Required skills
L1–L7 networking, routing, switching, IPSEC, PKI, SSL, hardware/software/cloud troubleshooting, PCAP analysis, Python scripting, AI function-calling schemas, RAG knowledge curation
Preferred skills
Multi-cloud environments (AWS, Azure, GCP), SASE, CASB, SWG, advanced packet crafting/replay tools
Technologies
Wireshark, tcpdump, AWS, Azure, GCP
Responsibilities
Drive top-tier technical escalations through deep analysis and defect diagnosis; identify product serviceability fixes and embed them in early design; define autonomous AI troubleshooting workflows and guardrails; author structured playbooks and guides to empower support engineers and AI agents.
Seniority
Principal, hands-on IC
