Principal Support Engineer Jobs
Principal Support Engineer jobs are open across enterprise software, cloud infrastructure, telecommunications, and financial services, from senior individual contributor to staff and principal levels, with specializations in technical account management, escalation engineering, and platform reliability. Scan the live roles below and apply to whichever ones fit.
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Showing 5 of 67+ Principal Support Engineer jobs
Dallas, Texas, United States of America Global Customer Services Ref ID: JR-023283
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 Summary
As a Principal Engineer in technical customer support, you will serve as the senior technical authority for your product specialization, shaping customer support, engineer development, and product serviceability. This hands-on role requires independent judgment to establish technical standards, lead systemic improvements, and resolve complex issues while maintaining a selective case workload.
Key Responsibilities
- Maintain deep expertise in product architecture and deployments to establish cross-team investigation standards and identify emerging risks.
- Serve as the technical authority for complex engagements and New Product Introductions (NPI) by performing advanced diagnostics, such as packet/log analysis and lab reproductions.
- Guide investigation and mitigation strategies, supporting assigned engineers while preserving their ownership of the case and customer coordination.
- Communicate findings, risks, and recommendations clearly to technical teams, senior leadership, and customers.
- Own the technical quality of defect submissions, ensure JIRAs provide actionable evidence, and advocate with Engineering and PM for prioritized fixes based on business risk.
- Drive product serviceability by identifying gaps in diagnostics, tooling, and documentation, partnering with Engineering to implement and validate improvements.
- Drive and influence product KPIs, including time to resolution, time to engineering engagement, defect quality, playbook usage, and Copilot adoption.
- Mentor engineers across all levels by translating complex investigations into advanced training, technical workshops, and reusable troubleshooting guidance.
- Facilitate evidence-based, blameless postmortems for significant incidents to drive corrective actions to completion.
- Proactively lead cross-functional projects to improve support processes, aligning stakeholders and turning incident lessons into lasting organizational improvements.
- Provide support that includes mandatory weekend, holiday shift work and on-call support. Support includes a blend of as-needed and rotational coverage, which is subject to change.
Qualifications
Required Qualifications
- 10-15+ years of relevant experience in enterprise networking, security, or support, with a Bachelor’s degree in a technical field or equivalent practical/military experience.
- Deep product specialization encompassing architecture, complex deployments, advanced troubleshooting, and failure analysis.
- Advanced hands-on diagnostic skills to resolve ambiguous problems, coupled with strong judgment in assessing customer impact and technical risk.
- A record of influencing Engineering, PM, and Support without reporting authority to drive technical initiatives and establish standards.
- Experience improving defect submission quality, product serviceability, and diagnostic practices across teams.
- Demonstrated ability to mentor engineers, facilitate postmortems, and lead process improvements from identification through validation.
- Clear communication skills suited for audiences ranging from hands-on engineers to customer executives.
Preferred Qualifications
- Advanced certifications such as Palo Alto Networks Certified Network Security Architect, CCIE, or equivalent expert-level networking/security certifications.
- Aligned Palo Alto Networks product certifications, with equivalent demonstrated technical expertise also actively considered.
Compensation Disclosure
The compensation offered for this position will depend on qualifications, experience, and work location. For candidates who receive an offer at the posted level, the starting base salary (for non-sales roles) or base salary + commission target (for sales/com-missioned roles) is expected to be the annual range listed below. The offered compensation may also include restricted stock units and a bonus.
$134,600.00 - $217,800.00/yrOur Commitment
We’re trailblazers that dream big, take risks, and challenge cybersecurity’s status quo. It’s simple: we can’t accomplish our mission without diverse teams innovating, together.
We are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need, please contact us at accommodations@paloaltonetworks.com.
Palo Alto Networks is an equal opportunity employer. We celebrate diversity in our workplace, and all qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or other legally protected characteristics.
All your information will be kept confidential according to EEO guidelines.
Is role eligible for Immigration Sponsorship? No. Please note that we will not sponsor applicants for work visas for this position.Dallas, Texas, United States of America Global Customer Services Ref ID: JR-023283
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 Summary
As a Principal Engineer in technical customer support, you will serve as the senior technical authority for your product specialization, shaping customer support, engineer development, and product serviceability. This hands-on role requires independent judgment to establish technical standards, lead systemic improvements, and resolve complex issues while maintaining a selective case workload.
Key Responsibilities
- Maintain deep expertise in product architecture and deployments to establish cross-team investigation standards and identify emerging risks.
- Serve as the technical authority for complex engagements and New Product Introductions (NPI) by performing advanced diagnostics, such as packet/log analysis and lab reproductions.
- Guide investigation and mitigation strategies, supporting assigned engineers while preserving their ownership of the case and customer coordination.
- Communicate findings, risks, and recommendations clearly to technical teams, senior leadership, and customers.
- Own the technical quality of defect submissions, ensure JIRAs provide actionable evidence, and advocate with Engineering and PM for prioritized fixes based on business risk.
- Drive product serviceability by identifying gaps in diagnostics, tooling, and documentation, partnering with Engineering to implement and validate improvements.
- Drive and influence product KPIs, including time to resolution, time to engineering engagement, defect quality, playbook usage, and Copilot adoption.
- Mentor engineers across all levels by translating complex investigations into advanced training, technical workshops, and reusable troubleshooting guidance.
- Facilitate evidence-based, blameless postmortems for significant incidents to drive corrective actions to completion.
- Proactively lead cross-functional projects to improve support processes, aligning stakeholders and turning incident lessons into lasting organizational improvements.
- Provide support that includes mandatory weekend, holiday shift work and on-call support. Support includes a blend of as-needed and rotational coverage, which is subject to change.
Qualifications
Required Qualifications
- 10-15+ years of relevant experience in enterprise networking, security, or support, with a Bachelor’s degree in a technical field or equivalent practical/military experience.
- Deep product specialization encompassing architecture, complex deployments, advanced troubleshooting, and failure analysis.
- Advanced hands-on diagnostic skills to resolve ambiguous problems, coupled with strong judgment in assessing customer impact and technical risk.
- A record of influencing Engineering, PM, and Support without reporting authority to drive technical initiatives and establish standards.
- Experience improving defect submission quality, product serviceability, and diagnostic practices across teams.
- Demonstrated ability to mentor engineers, facilitate postmortems, and lead process improvements from identification through validation.
- Clear communication skills suited for audiences ranging from hands-on engineers to customer executives.
Preferred Qualifications
- Advanced certifications such as Palo Alto Networks Certified Network Security Architect, CCIE, or equivalent expert-level networking/security certifications.
- Aligned Palo Alto Networks product certifications, with equivalent demonstrated technical expertise also actively considered.
Compensation Disclosure
The compensation offered for this position will depend on qualifications, experience, and work location. For candidates who receive an offer at the posted level, the starting base salary (for non-sales roles) or base salary + commission target (for sales/com-missioned roles) is expected to be the annual range listed below. The offered compensation may also include restricted stock units and a bonus.
$134,600.00 - $217,800.00/yrOur Commitment
We’re trailblazers that dream big, take risks, and challenge cybersecurity’s status quo. It’s simple: we can’t accomplish our mission without diverse teams innovating, together.
We are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need, please contact us at accommodations@paloaltonetworks.com.
Palo Alto Networks is an equal opportunity employer. We celebrate diversity in our workplace, and all qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or other legally protected characteristics.
All your information will be kept confidential according to EEO guidelines.
Is role eligible for Immigration Sponsorship? No. Please note that we will not sponsor applicants for work visas for this position.See All 67 Principal Support Engineer Jobs
Find roles that match your experience and apply in just a few clicks.
Find JobsPrincipal Support Engineer Job Market
Who's Hiring
Top Industries Hiring
- Technology & Software
- Education
- Construction & Real Estate
- Banking & Financial Services
What Employers Look For
The qualifications that appear most often in principal support engineer jobs.
- Five or more years of enterprise technical support or solutions engineering experience
- Deep expertise in at least one major cloud platform such as AWS, Azure, or Google Cloud
- Demonstrated ability to lead technical escalations and drive cross-functional resolution
- Strong scripting or automation skills in Python, Bash, or PowerShell
- Experience with ITIL frameworks, incident management, or SRE practices
- Bachelor's degree in computer science, information systems, or a related technical field
Tips for Your Principal Support Engineer Job Search
Quantify your escalation resolution impact
Hiring managers for principal-level support roles want to see outcomes, not duties. Document the volume and severity of escalations you owned, your average time-to-resolution on P1 incidents, and any process changes that reduced repeat issues.
Highlight cross-functional influence on your resume
Principal support engineers are expected to drive engineering and product teams toward fixes, not just report bugs. Show specific examples where your analysis led to a code change, a documentation overhaul, or a product roadmap item.
Target openings where your stack is a direct match
Filtering by the specific platform, database, or protocol you know deeply, such as Kubernetes, Oracle, or MPLS, narrows your list to roles where you can demonstrate mastery from day one rather than a ramp-up period.
Apply early to roles that fit
Migrate Mate lists principal support engineer openings from across the United States in one place, so you can find roles that match and apply directly to each listing.
Prepare a system design answer for support contexts
Interviews at this level often include a scenario where a customer's architecture is misconfigured at scale. Practice walking through how you'd diagnose, communicate findings, and recommend a remediation path without direct access to the codebase.
Negotiate scope and on-call expectations explicitly
Principal support engineers frequently inherit undefined on-call rotations or unclear escalation ownership. During offer discussions, ask directly how P1 rotations are structured and whether the principal layer is expected to hold pager duty alongside senior engineers.
Principal Support Engineer Jobs: Frequently Asked Questions
Which companies are hiring the most principal support engineers?
The companies hiring the most principal support engineers right now include Northrop Grumman, BAE Systems USA, and Oracle, with the largest share of openings in Texas, California, and Virginia, based on current listings on Migrate Mate as of November 2026. Enterprise software vendors and large cloud providers consistently account for the highest concentration of these roles.
How many principal support engineer jobs are remote?
About 56% of principal support engineer openings are fully remote or hybrid as of November 2026, reflecting the distributed nature of enterprise customer bases. Technical account management and escalation engineering sub-roles tend to be the most remote-eligible, while hardware-adjacent or on-site customer success positions more commonly require a local presence.
How do you become a principal support engineer?
Start by building deep expertise in a specific platform or technology stack through senior or staff-level support engineering roles. Develop a pattern of owning complex escalations end-to-end, then formalize that experience by taking on mentorship of junior engineers and contributing to internal knowledge bases. Most principals reach the title after consistently driving product feedback loops between support and engineering teams.
Can you get hired as a principal support engineer with limited experience?
Moving directly into a principal support engineer role with limited experience is uncommon because the title signals an ability to operate autonomously on the most complex customer problems. The most practical path is to build specialized depth in a high-demand area, such as cloud networking or database reliability, and document cases where you led resolution without escalating further, which demonstrates the judgment principal roles require.
What does the principal support engineer interview process look like?
The process typically starts with a recruiter screen followed by a technical phone interview focused on your area of expertise. Subsequent rounds usually include a troubleshooting scenario where you diagnose a live or simulated system failure, a cross-functional collaboration discussion with an engineering or product manager, and a final round assessing how you'd approach customer communication during a critical incident. Some employers also include a written case study.
Where can I find and apply to principal support engineer jobs?
You can find and apply to principal support engineer jobs on Migrate Mate, which lists current openings from across the United States. Search for roles that match your technical background and specialization, then apply directly to each listing that fits your experience and target industry.
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