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 enterprise clients.
Domain
Cybersecurity / Enterprise Network Infrastructure
Required skills
Deep fault isolation, root cause analysis, TCP/IP, Routing & Switching (OSPF, BGP, VLAN, STP), Security Protocols (IPSEC, SSL-VPN, NAT, GRE), cross-functional leadership, strategic communication, technical mentorship
Preferred skills
Experience with Palo Alto Networks platform, Cisco, Checkpoint, Juniper, or Fortinet
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