Staff Technical Support Engineer ( Critical Response Team )
Core
Elite-level reactive and proactive technical support for mission-critical global customers, acting as the final line of defense to stabilize complex, multi-vendor network environments.
Role type
Staff Technical Support Engineer (Critical Response Team)
Builds
Customer platform stability and rapid incident resolution for strategic global accounts.
Domain
Cybersecurity, Enterprise Networking, Multi-vendor Infrastructure
Required skills
Deep fault isolation, Root cause analysis, TCP/IP expertise, Routing & Switching (OSPF, BGP, VLAN, STP), Security Protocols (IPSEC, SSL-VPN, NAT, GRE), Cross-functional leadership, Strategic communication, Mentoring
Preferred skills
Palo Alto Networks platform experience, Cisco/Checkpoint/Juniper/Fortinet background
Technologies
Palo Alto Networks, Cisco, Checkpoint, Juniper, Fortinet, TCP/IP, OSPF, BGP, VLAN, STP, IPSEC, SSL-VPN, NAT, GRE
Responsibilities
Provide expert onsite technical support (50-90% travel) for complex, mission-critical environments; Act as technical lead during high-visibility escalations coordinating cross-functional teams; Perform exhaustive fault isolation and provide detailed "Get-Well" plans; Translate complex technical findings into actionable data for customer executives; Provide guidance and knowledge transfer to junior engineers; Provide mandatory weekend, holiday shift work and on-call support.
Seniority
Staff, hands-on IC with strategic leadership