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.