TAC (l1+) - Palo Alto Networks

Job Title: TAC (L1+) – Palo Alto NetworksDepartment: Technical Assistance Center (TAC)Location: Bangalore Job Type: Full-TimeJob 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.