Senior Critical Response Tech Engineer — Remote

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

Job summary

Palo Alto Networks, Inc. is seeking a Critical Response Team member to provide elite reactive and proactive technical support for our global customers, frequently onsite to stabilize environments.

Lead data-driven technical conversations with customer leadership, mentor junior engineers, and coordinate with Product, Engineering, and QA during high-visibility escalations, with 50-90% travel and weekend/on-call duties.

Qualifications

• 10+ years of related support experience with enterprise network and security platforms.
• Background with Cisco, Check Point, 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).
• CRT Mindset: stay composed, think strategically, lead technical direction during incidents.
• Autonomy: independently debug broad, complex networks.
• Communication: articulate issues clearly to technical and non-technical audiences.
• Global Readiness: valid passport; travel domestically and internationally on short notice.

Responsibilities

• Onsite crisis management in complex, mission-critical environments with 50-90% travel.
• Act as technical lead during high-visibility escalations, coordinating cross-functional teams to resolution.
• Provide advanced configurations and architectural best practices for long-term platform stability.
• Perform exhaustive fault isolation and create Get-Well plans to restore service.
• Translate complex findings into actionable data for internal stakeholders and executives.
• Mentor junior engineers to raise team technical proficiency.
• Support includes weekend, holiday shifts and on-call coverage.

Skills

Networking experience

Technical leadership

Communication skills

Global travel readiness

Job description

Palo Alto Networks, Inc. is seeking a Critical Response Team member to provide elite reactive and proactive technical support for our global customers, frequently onsite to stabilize environments.

Lead data-driven technical conversations with customer leadership, mentor junior engineers, and coordinate with Product, Engineering, and QA during high-visibility escalations, with 50-90% travel and weekend/on-call duties.