TAC (l1+) - Palo Alto Networks
Job Title: TAC (L1+) – Palo Alto Networks Department: Technical Assistance Center (TAC) Location: Bangalore Job Type: Full-Time Job Summary: We are looking for a experienced and technically skilled TAC (L1+) to join our Palo Alto Networks support team. Key Responsibilities: Advanced Troubleshooting & Escalations: Handle and lead resolution of highly complex L1+ support cases across Palo Alto Networks technologies (e.g., NGFW, Panorama, GlobalProtect, Prisma, Cortex).
Technical Leadership: Act as a go-to expert for L1/L2 engineers, providing technical mentorship, guidance, and support. Collaboration: Work closely with Engineering, QA, and Product Management teams to drive product improvements and bug fixes based on customer feedback and recurring issues. Root Cause Analysis (RCA): Conduct thorough analysis of recurring issues and drive permanent corrective actions.
Customer Communication: Interface directly with enterprise customers, ensuring timely and accurate communication throughout the support lifecycle, especially for high-severity incidents. Knowledge Sharing: Create and maintain detailed technical documentation, knowledge base articles, and troubleshooting guides. Incident Management: Assist in managing P1/P2 incidents and ensure proper escalation paths and resolution workflows are followed.
Training & Development: Deliver internal training sessions for TAC team members and contribute to skills development programs. Required Qualifications: 4+ years in a technical support or network/security engineering role. Expert-level knowledge of Palo Alto Networks products and technologies. Deep understanding of networking concepts (TCP/IP, BGP, OSPF, NAT, VPNs, DNS). Experience with security concepts (firewalls, IDS/IPS, threat prevention, SSL decryption).
Familiarity with tools such as CLI, packet capture analysis (Wireshark), syslog, and debug commands. Strong communication and customer-facing skills. Preferred Qualifications: Palo Alto Networks certifications such as PCNSE or PCCSE . Experience with cloud security (AWS, Azure, GCP) and Prisma Access or Prisma Cloud. Hands-on experience with automation/scripting (Python, REST APIs, Ansible) is a plus.
ITIL or similar framework experience is beneficial.