Staff Technical Support Engineer (Remote)

Palo Alto Networks; Georgia; Remote; USD 120.000 - 194.000; Vollzeit

Zusammenfassung

Palo Alto Networks is seeking a senior Critical Response Team engineer to deliver elite technical support for strategic global customers. The role requires working onsite at times to stabilize complex environments and tackle advanced challenges.

You will lead data-driven discussions with customer leadership as a Subject Matter Expert while collaborating with Product, Engineering, and QA to resolve issues efficiently. Remote-ready in the U.S. with travel as needed.

Qualifikationen

• 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.

Aufgaben

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

Kenntnisse

Troubleshooting

Communication skills

Travel flexibility

Tools

Cisco

Check Point

Juniper

Fortinet

Palo Alto Networks platform

Jobbeschreibung

Palo Alto Networks is seeking a senior Critical Response Team engineer to deliver elite technical support for strategic global customers. The role requires working onsite at times to stabilize complex environments and tackle advanced challenges.

You will lead data-driven discussions with customer leadership as a Subject Matter Expert while collaborating with Product, Engineering, and QA to resolve issues efficiently. Remote-ready in the U.S. with travel as needed.