Staff Tech Support Engineer – Critical Response Lead

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

Job summary

Palo Alto Networks is seeking a senior Critical Response Team member for remote work with global travel. You will lead reactive and proactive support for strategic customers, performing deep-dive fault isolation, coordinating cross-functional teams, and delivering data-driven recommendations to restore services and protect customers.

This role requires strong communication, mentorship, and availability for weekend/on-call shifts.

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).

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 (Product, Engineering, and QA).
• 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 Get-Well plans that restore customer service and confidence.
• Strategic Communication: Translate complex technical findings into actionable data for both 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; rotation may change.

Skills

Senior support experience

Enterprise networks

TCP/IP expertise

Routing & Switching

Security protocols

Tools

Cisco security gear

Checkpoint

Juniper

Fortinet

Palo Alto Networks platform

Job description

Palo Alto Networks is seeking a senior Critical Response Team member for remote work with global travel. You will lead reactive and proactive support for strategic customers, performing deep-dive fault isolation, coordinating cross-functional teams, and delivering data-driven recommendations to restore services and protect customers.

This role requires strong communication, mentorship, and availability for weekend/on-call shifts.