Staff Technical Support Engineer (Critical Response Team)

Location: Plano, Texas, United States of America. Remote work is available, with frequent onsite deployments requiring 50–90% travel and mandatory domestic and international travel readiness.

Salary: $119,700–$193,600 per year, plus potential restricted stock units and bonus.

Company

Cybersecurity organization focused on protecting digital environments and supporting customers with network security products.

What you will do

• Provide elite-level reactive and proactive technical support for strategic global customers.
• Lead onsite crisis management and high-visibility technical escalations in mission-critical environments.
• Coordinate Product, Engineering, and QA teams to drive complex issues to resolution.
• Perform deep-dive fault isolation, root cause analysis, and develop detailed recovery plans.
• Provide advanced configurations, architectural guidance, and platform best practices.
• Communicate technical findings to customer executives and mentor junior engineers.

Requirements

• 10+ years of related technical support experience with enterprise network and security platforms.
• Experience with Cisco, Check Point, Juniper, or Fortinet; Palo Alto Networks experience is highly preferred.
• Expert knowledge of TCP/IP, routing and switching, OSPF, BGP, VLAN, STP, IPsec, SSL VPN, NAT, and GRE.
• Ability to independently debug complex multi-vendor networks and lead customer-facing incidents under pressure.
• Exceptional verbal and written communication skills for technical and non-technical audiences.
• Valid passport and ability to travel domestically and internationally on short notice.

Culture & Benefits

• Remote work arrangement with collaboration across geographies and substantial onsite customer travel.
• Mandatory weekend, holiday, and on-call coverage through as-needed and rotational shifts.
• Opportunity to work on product implementations, migrations, integrations, and critical customer issues.
• Employee benefits, potential restricted stock units, and bonus eligibility.
• Immigration sponsorship is available.