[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.

• Operate in high-pressure situations, performing deep-dive fault isolation and root cause analysis on intricate, multi-vendor networks.
• 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.
• Can live anywhere in the United States and work remotely, but need to be near an airport and comfortable with 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.

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.
• 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 legally protected characteristics.
• All your information will be kept confidential according to EEO guidelines.