Sr. Customer Reliability Engineer

Our Mission

At Palo Alto Networks®, we're united by a shared mission-to protect our digital way of life. We thrive at the intersection of innovation and impact, solving real-world problems with cutting-edge technology and bold thinking. Here, everyone has a voice, and every idea counts. If you're ready to do the most meaningful work of your career alongside people who are just as passionate as you are, you're in the right place.

Who We Are

In order to be the cybersecurity partner of choice, we must trailblaze the path and shape the future of our industry. This is something our employees work at each day and is defined by our values: Disruption, Collaboration, Execution, Integrity, and Inclusion. We weave AI into the fabric of everything we do and use it to augment the impact every individual can have. If you are passionate about solving real-world problems and ideating beside the best and the brightest, we invite you to join us!

We believe collaboration thrives in person. That's why most of our teams work from the office full time, with flexibility when it's needed. This model supports real-time problem-solving, stronger relationships, and the kind of precision that drives great outcomes.

Job Description

Job SummaryAs an Incident Commander, you will be at the forefront of our commitment to cybersecurity, leading the response to our customers' most critical incidents. This role is central to maintaining our reputation as the partner of choice, requiring proactive leadership, technical expertise, and seamless coordination across global teams. You will drive swift incident resolution, ensure an exceptional customer experience, and champion a culture of continuous improvement and operational excellence.Key ResponsibilitiesServe as the Incident Commander (IC), providing leadership, technical direction, and clear communication to drive rapid decision-making during critical events.Oversee the end-to-end incident management lifecycle, from initial response through to post-incident review and root cause analysis.Utilize a strong technical foundation to assess, prioritize, and manage incidents, collaborating closely with technical support and engineering teams.Act as the primary point of contact for internal and external stakeholders, ensuring clear and consistent communication throughout the incident lifecycle.Use data-driven insights to identify and advocate for process improvements, enhancing operational efficiency and cross-team collaboration.Contribute to the design, implementation, and operation of the end-to-end incident management framework and tooling.Proactively collaborate and exchange information with other teams to accomplish shared objectives and prevent future incidents.