Staff Technical Support Engineer ( Critical Response Team )

Palo Alto Networks’ Critical Response Team (CRT) delivers elite-level reactive and proactive technical support for strategic global customers. In this role, you’ll bring your expertise to high-impact, mission-critical situations, including frequent onsite crisis deployments, deep fault isolation, and root cause analysis that help restore service and confidence.

What You’ll Do

• Provide expert onsite technical support in complex, mission-critical environments (50 to 90% travel).
• Serve as the technical lead during high-visibility escalations, coordinating cross-functional teams across Product, Engineering, and QA to drive expedited resolution.
• Deliver advanced configurations and architectural best practices to support long-term platform stability.
• Lead exhaustive fault isolation and create detailed Get-Well plans to restore customer service.
• Translate complex technical findings into actionable insights for internal stakeholders and customer executives.
• Provide guidance and knowledge transfer to junior engineers to strengthen overall team proficiency.
• Support customers with mandatory weekend and holiday shift work, plus on-call coverage.

What You Bring

• 10+ years of related support experience with enterprise network and security platforms.
• Experience with Cisco, Checkpoint, Juniper, or Fortinet (Palo Alto Networks platform experience is highly preferred).
• Expert-level knowledge of TCP/IP and Routing & Switching including OSPF, BGP, VLAN, and STP, as well as Security Protocols including IPSEC, SSL-VPN, NAT, and GRE.
• Proven ability to stay composed, think strategically, and provide technical direction during high-pressure, customer-facing incidents.
• Strong independent debugging capability across broad, complex, unique networks with mixed media and protocols.
• Exceptional verbal and written communication skills for technical and non-technical audiences.
• A valid passport with the ability to travel domestically and internationally on short notice.

About the Critical Response Team

As part of a small, high-functioning, multi-functional group, you act as a final line of defense for strategic customers. You will be deployed to stabilize environments, resolve intricate multi-vendor technical challenges, and lead data-driven technical conversations directly with customer leadership as a Subject Matter Expert.

You will also support after purchase by fixing integrations and critical issues as they are raised, including work that supports new product implementation and transitions from older products to newer platforms.

Compensation

The compensation offered depends on qualifications, experience, and work location. For candidates offered at the posted level, the expected annual base salary range is $119,700.00 - $193,600.00. The offered compensation may also include restricted stock units and a bonus.

Compensation availability is subject to change based on a blend of as-needed and rotational coverage.

Immigration sponsorship: This role is eligible for immigration sponsorship.