Staff Technical Support Engineer ( Critical Response Team | Remote )

Staff Technical Support Engineer ( Critical Response Team | Remote ) Santa Clara, California, United States of America Georgia, Georgia Global Customer Services Ref ID: JR-022396 Apply Current Employees, apply here

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!

We believe collaboration thrives in person. That’s why most of our teams work from the office full time, with flexibility when it’s needed. This model supports real-time problem-solving, stronger relationships, and the kind of precision that drives great outcomes. 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.

You can live anywhere in the United States and work remotely, but you need to be near an airport and comfortable occasional short notice travel to customer sites.

Your Impact

• 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.

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).
• 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.

The Team Our technical support team is critical to our success and mission. As part of this team, you enable customer success by providing support to clients after they have purchased our products. Our dedication to our customers doesn’t stop once they sign – it evolves. As threats and technology change, we stay in step to accomplish our mission.

You’ll be involved in implementing new products, transitioning from old products to new, and will fix integrations and critical issues as they are raised – in fact, you’ll seek them out to ensure our clients are safely supported. We fix and identify technical problems, with a pointed focus of providing the best customer support in the industry.

Compensation Disclosure

The compensation offered for this position will depend on qualifications, experience, and work location. For candidates who receive an offer at the posted level, the starting base salary (for non-sales roles) or base salary + commission target (for sales/com-missioned roles) is expected to be the annual range listed below. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here (opens in new window).

$119,700.00 - $193,600.00/yr Our Commitment

We’re trailblazers that dream big, take risks, and challenge cybersecurity’s status quo. It’s simple: we can’t accomplish our mission without diverse teams innovating, together.

We are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need, please contact us at [email protected] (opens in new window).

Palo Alto Networks is an equal opportunity employer. We celebrate diversity in our workplace, and all qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or other legally protected characteristics.

All your information will be kept confidential according to EEO guidelines.

Is role eligible for Immigration Sponsorship? No. Please note that we will not sponsor applicants for work visas for this position.

Apply Current Employees, apply here