Senior Critical-Response Support Engineer (Remote)

Jobs Paloaltonetworks; Plano (TX); Remote; USD 120,000 - 194,000; Full time

Job summary

Palo Alto Networks is seeking an experienced senior CRT Engineer to deliver elite level support for our strategic global customers. This remote role involves frequent onsite deployments to stabilize complex environments and address multi-vendor networks, with travel 50–90% as required.

You will lead critical escalations, craft advanced configurations, and communicate findings clearly to executives while mentoring junior engineers. A passport and readiness for international travel are essential.

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).
• The "CRT Mindset": Demonstrated ability to stay composed, think strategically, and lead technical direction during high pressure, customer facing incidents.
• Autonomy: Strong ability to independently debug broad, complex, and unique networks with mixed media and protocols.
• Communication: Exceptional verbal and written skills; the ability to articulate technical issues and solutions clearly to both technical and non-technical audiences.
• Global Readiness: Valid passport with the ability to travel domestically and internationally on short notice.

Responsibilities

• Onsite Crisis Management: Provide expert onsite technical support (50-90% Travel) in complex, mission-critical environments.
• Tactical Leadership: Act as the technical lead during high-visibility escalations, coordinating cross-functional teams to drive issues to a resolution.
• Configuration & Best Practices: Provide advanced configurations and architectural best practices to customers to ensure long-term platform stability.
• Root Cause Excellence: Perform exhaustive fault isolation and provide detailed plans that restore customer service and confidence.
• Strategic Communication: Translate complex technical findings into actionable data for internal stakeholders and customer executives.
• Mentorship: Provide guidance and knowledge transfer to junior engineers to improve overall team technical proficiency.
• Availability: Provide support that includes mandatory weekend, holiday shift work and on-call support.

Skills

Senior support exp

Leadership under high pressure

Strong communication

Global readiness

Tools

Cisco

Checkpoint

Juniper

Fortinet

Job description

Palo Alto Networks is seeking an experienced senior CRT Engineer to deliver elite level support for our strategic global customers. This remote role involves frequent onsite deployments to stabilize complex environments and address multi-vendor networks, with travel 50–90% as required.

You will lead critical escalations, craft advanced configurations, and communicate findings clearly to executives while mentoring junior engineers. A passport and readiness for international travel are essential.