Staff Technical Support Engineer – Critical Response Team

Palo Alto Networks

. Provide elite-level reactive and proactive technical support for strategic global customers .

Posted 10/28/2026full-timeRemote • United StatesLead💰 $119,700 - $193,600 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expert-level knowledge in enterprise network and security platforms, including TCP/IP, Routing & Switching, and Security Protocols. Capable of providing elite technical support and leading high-pressure escalations while effectively communicating complex technical issues to diverse audiences.

Highest-signal resume keywords

10+ Years Support ExperienceExpert-Level Knowledge Of TCP/IPExpert-Level Knowledge Of Routing & SwitchingExpert-Level Knowledge Of Security ProtocolsAbility To Articulate Technical Issues

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

TCP/IPRouting & SwitchingOSPFBGPVLANSTPIPSECSSL-VPNNATGRE

Soft Skills

Exceptional Verbal SkillsExceptional Written SkillsStrategic ThinkingComposure Under PressureKnowledge Transfer

Tools & Technologies

CiscoCheckpointJuniperFortinetPalo Alto Networks

Industry Keywords

Technical SupportFault IsolationRoot Cause AnalysisMission-Critical EnvironmentsGet-Well Plans

Tech Stack

Tools & technologies

SwitchingTCP/IP

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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