Technical Support Engineer ( Critical Response Team

Our Mission

At Palo Alto Networks®, we’re united by a shared mission—to protect our digital way of life. We thrive at the intersection of innovation and impact, solving real-world problems with cutting-edge technology and bold thinking. Here, everyone has a voice, and every idea counts. If you’re ready to do the most meaningful work of your career alongside people who are just as passionate as you are, you’re in the right place.

Who We Are

In order to be the cybersecurity partner of choice, we must trailblaze the path and shape the future of our industry. This is something our employees work at each day and is defined by our values:
Disruption, Collaboration, Execution, Integrity, and Inclusion. We weave AI into the fabric of everything we do and use it to augment the impact every individual can have. If you are passionate about solving real-world problems and ideating beside the best and the brightest, we invite you to join us!

This role is remote, but distance is no barrier to impact. Our hybrid teams collaborate across geographies to solve big problems, stay close to our customers, and grow together. You will be part of a culture that values trust, accountability, and shared success where your work truly matters.

Job Summary

As a member of the Critical Response Team (CRT), you are the final line of defense. You will provide elite-level reactive and proactive technical support for our most strategic global customers.

This is a high-impact role where you will frequently be deployed onsite to stabilize environments and resolve the most complex technical challenges.

You will operate in high-pressure situations, performing deep-dive fault isolation and root cause analysis on intricate, multi-vendor networks.

The CRT is a small, high-functioning, and multi-functional group.

You must possess the technical authority and professional confidence to lead data-driven technical conversations directly with customer leadership while representing Palo Alto Networks as a Subject Matter Expert.

• 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) to drive issues to an expedient 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 "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. Support includes a blend of as-needed and rotational coverage, which is subject to change.

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…