Senior Technical Support Engineer - Critical Response (Remote)

Jobs Paloaltonetworks; United Kingdom; À distance; GBP 89 000 - 145 000; Plein temps

Résumé du poste

Palo Alto Networks is seeking a seasoned Critical Response Team member to provide elite, proactive and reactive support for our global customers. You will lead complex investigations, perform deep fault isolation, and communicate findings to customer leadership with clarity.

This remote role requires frequent travel and collaboration with global teams to stabilize environments and resolve advanced network security challenges. You will mentor peers and drive best practices across the organization.

Qualifications

• 10+ years of related support experience with enterprise network and security platforms.
• Expert-level knowledge of TCP/IP, Routing & Switching (OSPF, BGP, VLAN, STP), and Security Protocols (IPSEC, SSL-VPN, NAT, GRE).
• Ability to stay composed, think strategically, and lead technical direction during high pressure incidents.
• Global travel readiness with passport for domestic and international travel.

Responsabilités

• Onsite crisis management: provide expert onsite technical support (50-90% travel) in complex environments.
• Lead during high-visibility escalations coordinating cross-functional teams (Product, Engineering, QA).
• Provide advanced configurations and architectural best practices to ensure platform stability.
• Perform root cause analysis and develop Get-Well plans to restore service and confidence.
• Translate complex technical findings into actionable data for stakeholders and executives.
• Mentor junior engineers to raise team technical proficiency.

Connaissances

10+ years experience

Enterprise networking

Security platforms

Leadership under pressure

Communication skills

Global travel readiness

Outils

Cisco

Check Point

Juniper

Fortinet

Palo Alto Networks platform

Description du poste

Palo Alto Networks is seeking a seasoned Critical Response Team member to provide elite, proactive and reactive support for our global customers. You will lead complex investigations, perform deep fault isolation, and communicate findings to customer leadership with clarity.

This remote role requires frequent travel and collaboration with global teams to stabilize environments and resolve advanced network security challenges. You will mentor peers and drive best practices across the organization.