Staff Technical Support Engineer ( Critical Response Team )

Palo Alto Networks•Plano, TX

7d•$119,700 - $193,600•Remote

About The Position

As a member of the Critical Response Team (CRT), you are the final line of defense. You will provide elite-level reactive and proactive technical support for our most strategic global customers. This is a high-impact role where you will frequently be deployed onsite to stabilize environments and resolve the most complex technical challenges. You will operate in high-pressure situations, performing deep-dive fault isolation and root cause analysis on intricate, multi-vendor networks. The CRT is a small, high-functioning, and multi-functional group. You must possess the technical authority and professional confidence to lead data-driven technical conversations directly with customer leadership while representing Palo Alto Networks as a Subject Matter Expert.

Requirements

10+ years of related support experience with enterprise network and security platforms.
Background with Cisco, Checkpoint, Juniper, or Fortinet; Palo Alto Networks platform highly preferred.
Expert-level knowledge of TCP/IP, Routing & Switching (OSPF, BGP, VLAN, STP), and Security Protocols (IPSEC, SSL-VPN, NAT, GRE).
The "CRT Mindset": Demonstrated ability to stay composed, think strategically, and lead technical direction during high pressure, customer facing incidents.
Autonomy: Strong ability to independently debug broad, complex, and unique networks with mixed media and protocols.
Communication: Exceptional verbal and written skills; the ability to articulate technical issues and solutions clearly to both technical and non-technical audiences.
Global Readiness: Valid passport with the ability to travel domestically and internationally on short notice.

Responsibilities

Provide expert onsite technical support (50-90% Travel) in complex, mission-critical environments.
Act as the technical lead during high-visibility escalations, coordinating cross-functional teams (Product, Engineering, and QA) to drive issues to an expedient resolution.
Provide advanced configurations and architectural best practices to customers to ensure long-term platform stability.
Perform exhaustive fault isolation and provide detailed "Get-Well" plans that restore customer service and confidence.
Translate complex technical findings into actionable data for both internal stakeholders and customer executives.
Provide guidance and knowledge transfer to junior engineers to improve overall team technical proficiency.
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.