About this role
It's fun to work in a company where people truly BELIEVE in what they're doing!
Job 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.