Senior AI Analyst (Support Agent)- Cortex

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 Are you an AI Analyst ready to translate raw model output into a reliable, high-quality production system? Do you excel at the craft of Prompt Engineering and thrive on the challenge of ensuring Generative AI output meets rigorous quality standards in mission-critical applications? Join our R&D Operations Team. You will be the AI analyst responsible for the end-to-end quality, performance, and operational tuning of our Generative AI-driven support system (“Co-Pilot”). Your mission is to actively shape the model's intelligence, govern the data it uses, and implement the mechanisms that guarantee its accuracy, directly accelerating our customer support engineering velocity. Key Responsibilities Support & Customer Advocacy: Champion the Support Journey in Engineering. Develop in-product support instructions that reflect and address real incoming cases, enhancing the quality and effectiveness of AI feature solutions. Model Quality Validation: Use existing evaluation platforms and methodologies to validate production models. Monitor quality metrics to continuously assess and rank AI answers for accuracy and reliability. Prompt Engineering & CT Loop: Drive the Continuous Training loop through systematic prompt engineering (refining and versioning inputs). Analyze failures to define R&D actions or features needed to close model performance gaps. AI Knowledge Governance: Act as AI Content Governor, implementing controls to verify and ingest compliant knowledge base content, ensuring a quality data source. Cross-Functional SME: Serve as the AI Support Co-pilot Subject Matter Expert, partnering with R&D and Support Enablement to translate quality issues into core model logic improvements and feature development. Qualifications Required Qualifications Minimum of 5+ years of professional experience in a blend of technical and analytical roles (e.g., Automated QA, Support Enablement, Data Analysis,AI Research. Prompt Engineering, MLOps), with a proven track record operating at the critical intersection of customer operations, data management, and AI/ML systems AI/ML/LLM Foundation: Possesses a high-level understanding of AI tools, LLMs, machine learning, and applicative AI principles. Python Proficiency: Proficient in Python for practical applications, including scripting, data processing, and building automation solutions. Customer Domain Mastery: Demonstrated experience in customer-facing roles with a strong operational understanding of the Customer Support domain (workflows, knowledge base management, optimization). Technical Communication: Strong skills in translating observed model performance issues and Agentic Action requirements into clear, prioritized technical requirements for R&D teams. Ownership: A dedicated individual who takes full responsibility for their work, driving projects to successful completion. Data/Content Governance: Experience with data validation, content management, and implementing data governance standards, especially for knowledge bases feeding AI systems. Preferred Qualifications • Prompt Engineering: Proven expertise in systematically authoring, testing, and refining instructional inputs to drive specific model behavior. • Cloud Technologies: Experience with Cloud platforms like GCP, Kubernetes and containers • CI Pipelines using Gitlab • Experience with BigQuery • Experience working with APIs Our 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.