Join Palo Alto Networks’ Critical Response Team (CRT) to deliver elite reactive and proactive support for strategic global customers.

Provide expert onsite technical support in complex, mission-critical environments (50-90% Travel).
Serve as the technical lead during high-visibility escalations; coordinate cross-functional teams across Product, Engineering, and QA to drive issues to an expedient resolution.
Deliver advanced configurations and architectural best practices to support long-term platform stability.
Conduct exhaustive fault isolation and produce detailed “Get-Well” plans to restore customer service and confidence.
Translate complex findings into actionable information for internal stakeholders and customer executives.
Provide guidance and knowledge transfer to junior engineers to improve team technical proficiency.
Support coverage includes mandatory weekend and holiday shifts and on-call support.

10+ years of related support experience with enterprise network and security platforms.
Experience with Cisco, Checkpoint, Juniper, or Fortinet; Palo Alto Networks platform strongly preferred.
Expert knowledge of TCP/IP, Routing & Switching (OSPF, BGP, VLAN, STP), and Security Protocols (IPSEC, SSL-VPN, NAT, GRE).
Proven ability to stay composed, think strategically, and lead technical direction during high-pressure, customer-facing incidents.
Ability to independently debug broad, complex, and unique networks using mixed media and protocols.
Exceptional verbal and written communication; clearly articulate technical issues and solutions to both technical and non-technical audiences.
Valid passport with capability to travel domestically and internationally on short notice.

CRT acts as a final line of defense for complex customer environments.
Frequent onsite deployments focus on stabilizing environments and resolving intricate technical challenges.
Work includes deep-dive fault isolation and root cause analysis across multi-vendor networks.
Small, high-functioning team; operates as a multi-functional group.
Lead data-driven technical conversations directly with customer leadership as a Subject Matter Expert.

Technical support team enables customer success after product purchase.
Involvement can include implementing new products, transitioning from older products, and fixing integrations and critical issues as they are raised.
Proactively ensure customers are safely supported.
Focus on identifying and resolving technical problems with strong customer support outcomes.

Base salary range: USD 119,700 - 193,600 per year.
Compensation depends on qualifications, experience, and work location.
For candidates receiving an offer at the posted level, starting base salary (non-sales) or base salary plus commission target (sales/commission roles) aligns to the annual range.
Offer may include restricted stock units and a bonus.

Support coverage blends as-needed and rotational coverage, subject to change.

Staff Technical Support Engineer ( Critical Response Team )

Job Description