[Hiring] Staff Technical Support Engineer @Palo Alto Networks

Role Description

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.

Your Impact

• 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 articulate technical issues and solutions clearly to both technical and non-technical audiences.
• Global Readiness: Valid passport with the ability to travel domestically and internationally on short notice.

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/commissioned roles) is expected to be the annual range listed below. The offered compensation may also include restricted stock units and a bonus.

$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].

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?: Yes