Staff Technical Support Engineer – Critical Response Team

🔥 55 minutes ago

🇺🇸 United States – Remote

💵 $119.7k - $193.6k / year

⏰ Full Time

🔴 Lead

📞 Support Engineer

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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Palo Alto Networks

WebsiteLinkedInAll Job Openings

10,000+ employees

🔒 Cybersecurity

🏢 Enterprise

💰 $1M Seed Round - Morta Security on 2013-02

Cybersecurity • Enterprise

Palo Alto Networks is a global cybersecurity company that provides AI-driven platforms, products, and services to protect networks, cloud workloads, endpoints, and applications. Its portfolio includes next-generation firewalls, SASE and Prisma Cloud (CNAPP) offerings, the Cortex security operations suite (XDR, XSOAR, XSIAM), and Unit 42 threat intelligence and incident response services. Palo Alto Networks helps enterprises secure AI deployments, automate SOC workflows, and prevent, detect, and respond to sophisticated threats across hybrid and multi-cloud environments.

📋 Description

• Provide elite-level reactive and proactive technical support for strategic global customers • Provide expert onsite technical support in complex, mission-critical environments • Act as technical lead during high-visibility escalations • Coordinate Product, Engineering, and QA teams to drive issues to resolution • Provide advanced configurations and architectural best practices for long-term platform stability • Perform deep-dive fault isolation and root cause analysis on complex, multi-vendor networks • Create detailed Get-Well plans to restore customer service and confidence • Translate complex technical findings into actionable data for internal stakeholders and customer executives • Provide guidance and knowledge transfer to junior engineers • Implement new products, transition from old products to new, and resolve integrations and critical issues

🎯 Requirements

• 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 • Expert-level knowledge of Routing & Switching, including OSPF, BGP, VLAN, and STP • Expert-level knowledge of Security Protocols, including IPSEC, SSL-VPN, NAT, and GRE • 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 with mixed media and protocols • Exceptional verbal and written skills • Ability to articulate technical issues and solutions clearly to technical and non-technical audiences • Ability to travel on short notice • Must be able to work in the United States • Employer will not sponsor applicants for work visas for this position

🏖️ Benefits

• Restricted stock units • Bonus • Reasonable accommodations for qualified individuals with a disability or special need