Senior Critical Response Engineer – Onsite & Remote

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

Job summary

Palo Alto Networks is seeking a senior member of the Critical Response Team to provide elite-level reactive and proactive technical support for our strategic global customers.

You will often be deployed onsite to stabilize environments and tackle the most complex technical challenges, leading deep-dive fault isolation and root-cause analysis across multi-vendor networks. You must communicate confidently with customer leadership while representing the company as a SME.

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 resolution.
• Provide advanced configurations and architectural best practices to customers to ensure platform stability.
• Perform exhaustive fault isolation and provide Get-Well plans to restore customer service and confidence.
• Translate complex technical findings into actionable data for internal stakeholders and customer executives.
• Provide guidance and knowledge transfer to junior engineers to improve team proficiency.

Skills

10+ years exp in enterprise network&cy

Network security platforms

TCP/IP Routing& Switching IPSEC SSL-VP

Strong communication

Travel on short notice

Job description

Palo Alto Networks is seeking a senior member of the Critical Response Team to provide elite-level reactive and proactive technical support for our strategic global customers.

You will often be deployed onsite to stabilize environments and tackle the most complex technical challenges, leading deep-dive fault isolation and root-cause analysis across multi-vendor networks. You must communicate confidently with customer leadership while representing the company as a SME.