Senior Critical Response Engineer – Onsite Escalations

Palo Alto Networks, Inc.; Santa Clara (CA); Remote; USD 120,000 - 194,000; Full time

Job summary

Palo Alto Networks is seeking an experienced professional for the Critical Response Team (CRT) to provide elite-level reactive and proactive technical support for our strategic global customers. You will frequently be deployed onsite to stabilize environments and resolve the most complex technical challenges, leading data-driven conversations with customer leadership and representing the company as a Subject Matter Expert.

Remote work is possible from anywhere in the U.S.

Qualifications

• 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).
• Demonstrated ability to stay composed, think strategically, and lead technical direction during high pressure, customer facing incidents.
• Strong ability to independently debug broad, complex, and unique networks with mixed media and protocols.
• Exceptional verbal and written skills; the ability to articulate technical issues and solutions clearly to both technical and non-technical audiences.
• Ability to travel on short notice.

Responsibilities

• Provide expert onsite technical support in complex, mission-critical environments.
• Act as the technical lead during high-visibility escalations, coordinating cross-functional teams 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.

Skills

TCP/IP Expertise

Routing & Switching

Security Protocols

Troubleshooting

Customer facing

Travel readiness

Job description

Palo Alto Networks is seeking an experienced professional for the Critical Response Team (CRT) to provide elite-level reactive and proactive technical support for our strategic global customers. You will frequently be deployed onsite to stabilize environments and resolve the most complex technical challenges, leading data-driven conversations with customer leadership and representing the company as a Subject Matter Expert.

Remote work is possible from anywhere in the U.S.