Staff Technical Support Engineer ( Critical Response Team | Remote )
About The Position
As a member of Palo Alto Networks’ Critical Response Team (CRT), the Staff Technical Support Engineer provides elite reactive and proactive technical support to strategic global customers. The role is the final line of defense for complex, mission-critical situations, including frequent onsite deployments to stabilize customer environments and resolve difficult technical challenges. It involves deep-dive fault isolation and root-cause analysis across intricate, multi-vendor networks, often under pressure. The engineer serves as the technical lead during high-visibility escalations, coordinating with Product, Engineering, and QA teams and representing Palo Alto Networks as a subject matter expert. The role also provides advanced configuration and architectural guidance, develops service-restoration plans, translates technical findings for customer executives and internal stakeholders, and shares knowledge with junior engineers. The position can be based remotely anywhere in the United States, provided the employee is near an airport and can travel to customer sites on short notice.
Requirements
- 10+ years of related support experience with enterprise network and security platforms.
- Background with Cisco, Checkpoint, Juniper, or Fortinet.
- Expert-level knowledge of TCP/IP; routing and switching, including OSPF, BGP, VLAN, and STP; and security protocols, including IPSEC, SSL-VPN, NAT, and GRE.
- Demonstrated ability to remain composed, think strategically, and lead technical direction during high-pressure, customer-facing incidents.
- Ability to independently debug broad, complex, and unique networks involving mixed media and protocols.
- Exceptional verbal and written communication skills, including the ability to clearly explain technical issues and solutions to technical and non-technical audiences.
- Ability to travel on short notice.
- Must be near an airport and comfortable with occasional short-notice travel to customer sites.
Nice To Haves
- Experience with the Palo Alto Networks platform is highly preferred.
Responsibilities
- Provide expert onsite technical support in complex, mission-critical environments.
- Lead technical work during high-visibility escalations and coordinate Product, Engineering, and QA teams to resolve issues quickly.
- Provide customers with advanced configurations and architectural best practices to support long-term platform stability.
- Perform exhaustive fault isolation and create detailed “Get-Well” plans to restore customer service and confidence.
- Translate complex technical findings into actionable information for internal stakeholders and customer executives.
- Provide guidance and knowledge transfer to junior engineers.
- Support customers after product purchase, including product implementation, transitions from old products to new, integration fixes, and resolution of critical issues.
- Identify technical problems proactively to ensure customers are safely supported.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
