Description
Key Responsibilities
- Act as the highest escalation point for complex Palo Alto Networks technical issues.
- Troubleshoot and resolve advanced issues related to Palo Alto NGFW (PA-Series, VM-Series, CN-Series) and Panorama.
- Support and manage Prisma Access, Prisma SD-WAN, and SASE deployments.
- Investigate and resolve issues involving GlobalProtect VPN, SSL Decryption, WildFire, DNS Security, and Threat Prevention.
- Analyze packet captures, debug logs, crash files, and performance reports to determine root causes.
- Lead Severity 1 and business-critical incident management and resolution.
- Collaborate with Palo Alto Networks Engineering and Product Support teams for bug investigations and escalations.
- Provide technical guidance and mentoring to L1, L2, and L3 support engineers.
- Develop Knowledge Base articles, troubleshooting guides, and operational best practices.
- Participate in customer calls, escalation bridges, and technical review meetings.
- Ensure adherence to SLA commitments and customer satisfaction goals.
Required Skills
- Strong hands-on experience with Palo Alto Networks firewalls and Panorama administration.
- Deep knowledge of Security Policies, NAT, VPN (IPSec & GlobalProtect), URL Filtering, Threat Prevention, and WildFire.
- Expertise in troubleshooting Layer 2, Layer 3, routing and security-related issues.
- Strong understanding of TCP/IP, BGP, OSPF, DNS, DHCP, NAT, and SSL/TLS.
- Experience with Prisma Access, SASE, and cloud security technologies.
- Knowledge of Cortex XDR, Cortex XSOAR, and Cortex XSIAM is preferred.
- Hands-on experience with packet analysis tools such as Wireshark.
- Familiarity with public cloud platforms including AWS, Microsoft Azure, and Google Cloud.
- Experience with automation using REST APIs, Python, or Ansible is an added advantage.
- Strong customer communication, documentation, and troubleshooting skills.
Preferred Certifications
- Palo Alto Networks Certified Network Security Engineer (PCNSE)
- Palo Alto Networks Certified Cybersecurity Associate (PCCSA)
- Palo Alto Networks Prisma Access Certification
- Palo Alto Cortex Certifications (Preferred)
- CCNP Security
- CISSP
- AWS, Azure, or Google Cloud Security Certifications
Preferred Experience
- 8-12 years of experience in Network Security, TAC, or Cybersecurity Support environments.
- Minimum 5+ years of hands-on experience supporting Palo Alto Networks technologies.
- Experience handling enterprise and global customer environments.
- Strong knowledge of security operations and incident management processes.
- Experience working in a 24x7 TAC or Managed Security Services environment.
- Excellent stakeholder management and customer-facing skills.
- Ability to mentor junior engineers and drive technical excellence within the team.
