Director of Software Engineering (Custom IT Applications)

Information Technology Santa Clara, California


Our Mission

At Palo Alto Networks® everything starts and ends with our mission:

Being the cybersecurity partner of choice, protecting our digital way of life.

We have the vision of a world where each day is safer and more secure than the one before. These aren’t easy goals to accomplish – but we’re not here for easy. We’re here for better. We are a company built on the foundation of challenging and disrupting the way things are done, and we’re looking for innovators who are as committed to shaping the future of cybersecurity as we are.

Your Career

We are transforming Support at Palo Alto Networks! The IT Customer Experience team is responsible for the tools used to support excellent customer service for our customers. This role manages and develops both internal and customer-facing tools, which enable our customers to be successful. This is an opportunity to lead a strong team working across both well-established and custom tools.

We are looking for a well-seasoned engineering leader to develop and lead the team ensuring top tier quality of work. The ideal candidate can demonstrate experience growing and mentoring teams and has operated in services at scale. This leader will work with other technical leaders across the organization, closely partnering to ensure the relationships across teams are efficient, seamless and respectful. We are seeking a leader that will inspire innovation in the way we solution support and grow our team. 


  • Provides technical direction for the development, design, and systems integration for customer engagement from definition phase through implementation.

  • Applies significant knowledge of industry trends and developments to improve service to our customers.

  • Partner closely with New Product Introduction (NPI) and CX IT product management to deliver new developments on schedule and with high quality.

  • Responsible for maintaining pristine environments from Dev to Production with thoughtful branching, merging, deployment and release processes that will work for a variety of complex development efforts.

  • Responsible for addressing support tickets in a timely manner, with a sharp focus on balancing prioritization of technical debt and with product owners desired speed of execution. 

  • Partner with IT Ops team for Capacity planning and tier 3 support for production systems.

  • Ensures developers are following guidelines for coding, testing and ensuring automated builds with acceptable code coverage for every release. 

  • Creates and executes development plans and revises as appropriate to meet changing needs and requirements and manages technical resources within budget and project schedule.

  • Owns the development lifecycle and is responsible for managing technical risks throughout the project.

  • Reviews work of development team. Communicates and enforces coding standards performing code reviews and mentors’ junior developers.

  • Keeps project managers and product owners well informed of status of development effort.


  • Extremely proficient and extremely comfortable in getting into details on Java, Node.js, Micro-services, Salesforce Service Cloud, demonstrated experience in AWS or GCP and test automation.

  • Understands complex database concepts and effectively employs different database design techniques.

  • Possesses demonstrated work experience with more than one relational database management system.

  • Understands OO concepts and consistently applies them in engagements.

  • Easily recognizes system deficiencies and implements effective solutions. 

  • Experienced in Agile methodology and metrics-driven software development.

  • Understands the benefits of various programming languages.

  • Possesses significant knowledge of client/server and Internet systems architectures and understands browser/client specific compatibility issues.

  • Facilitates team and stakeholder meetings effectively, with ongoing, predictable communication.

  • Understands how to communicate difficult/sensitive information tactfully. 

  • Challenges others to develop as leaders, while serving as a role model. Inspires co-workers to attain goals and pursue excellence.

  • Manages the development of teams by ensuring that project tasks are in line with each Innovator's career interests when possible.

  • Proactively identifies opportunities for improvement and makes constructive suggestions for change.

  • Manages the process of innovative change effectively.

  • Remains on the forefront of emerging industry practices, especially cloud native application topologies. 

  • Facilitates effective team interaction, creating a sense of teamwork that acknowledges and appreciates each team member's contributions.

  • Communicates effectively with stakeholders to manage expectations and identify needs and evaluate alternative technical solutions.

  • Experience with release trains using CI/CD. Especially, how to measure and deliver quality releases.

  • Continually seeks opportunities to increase customer satisfaction and provide value.

Learn more about Palo Alto Networks here and check out our fast facts!