Critical Response Engineer – Onsite & Global Travel

Palo Alto Networks; Plano (TX); Remote; USD 120,000 - 194,000; Full time

Job summary

Palo Alto Networks is seeking a highly experienced Critical Response Team member to deliver elite reactive and proactive technical support for our global customers. You will frequently travel to resolve complex issues, lead technical directions, and communicate with customer executives.

This remote role requires strong technical authority, execution mindset, and collaboration across Product, Engineering, and QA teams to ensure rapid, effective outcomes.

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.
• Autonomy to debug broad, complex networks with mixed media and protocols.
• Excellent verbal and written communication; capable of explaining complex issues to diverse audiences.
• Passport valid with ability to travel domestically and internationally on short notice.

Responsibilities

• Onsite crisis management and expert support in complex environments (50-90% travel).
• Lead during high-visibility escalations, coordinating cross-functional teams.
• Provide advanced configurations and architectural guidance for long-term stability.
• Conduct exhaustive fault isolation and develop Get-Well plans to restore service.
• Translate findings for internal stakeholders and customer executives.
• Mentor junior engineers to raise overall team proficiency.
• Support includes weekend, holiday shifts and on-call coverage as needed.

Skills

TCP/IP

Routing & Switching

Security Protocols

Autonomy

Communication

Global Travel

Tools

Cisco

Check Point

Juniper

Fortinet

Palo Alto Networks platform

Job description

Palo Alto Networks is seeking a highly experienced Critical Response Team member to deliver elite reactive and proactive technical support for our global customers. You will frequently travel to resolve complex issues, lead technical directions, and communicate with customer executives.

This remote role requires strong technical authority, execution mindset, and collaboration across Product, Engineering, and QA teams to ensure rapid, effective outcomes.