Palo Alto TAC

Palo Alto TAC EngineerDepartment: Technical Assistance Center (TAC)Location: BangaloreJob Type: Full-TimeCompany NameInflow TechnologiesCompany Website[hidden] detailsFounded in 2005, Inflow Technologies is a niche player in the IT Infrastructure Distribution Services industry providing Value Added Distribution in Networking, Cyber Security, Unified Communications and Collaboration, AIDC, Surveillance, Server, Storage & Software related Products & Services in India/South Asia.Inflow is headquartered in Bangalore with presence across 20+ locations, enabling resellers to design, deploy and adopt IT Infrastructure solutions to facilitate their customer needs. This initiative, supported by a strong technical team of 120+ certified resources, assists channel partners throughout their sales cycle.Inflow has an annual run-rate revenue of USD 700+ Million.Location: BangaloreMode of Working: Work Form OfficeDays of Working: 5 Days a weekResponsibilitiesAbout the Role:We are looking for an 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.Interview process2 Rounds - 1st is Virtual (1 round can be face-to-face)Skills:Required Skills & 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 Skills and Certifications: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.Any other additional informationCommitment Clause of 3 Years