Roles & Responsibilities

Technical Troubleshooting & Escalation

* Lead resolution of Tier‑3 support cases for Palo Alto NGFW, Panorama, GlobalProtect,  Prisma SD-WAN, Prisma Access, Strata, and SASE cloud firewall products, Cortex within TAC workflows. 
* Perform advanced diagnostics, packet captures, log analysis, root-cause analysis and lab reproductions. 
* Interface directly with enterprise customers and act as a senior escalation point for P1/P2 incidents.

 Technical Leadership & Knowledge Management

* Mentor L1/L2 TAC engineers, shaping troubleshooting approach and case handling. 
* Create/manage knowledge base articles, internal guides, and conduct training sessions for TAC teams.

Cross-Functional Collaboration

* Work closely with Engineering, QA, and Product Management to escalate bugs and influence product improvements. 
* For ETAC/Advanced TAC roles: be a bridge between TAC and Engineering—replicate issues, provide early-stage feedback on new products, and contribute to feature supportability.

Automation & Tooling

* Develop troubleshooting scripts/tools (Python, REST, CI/CD) to speed up issue resolution and improve efficiency. 
* Route supportability input into product release processes and assist with release validation workflows.

Metrics, Process, & Incident Management

* Monitor case metrics: time-to-resolution, backlog, escalations; identify trends and efficiency gaps. 
* Own P1/P2 incident lifecycle: ensure proper escalation, executive communication, and post-mortem reports.

Required Qualifications 

Category	Requirements
Experience	5–9 years in enterprise-level TAC/support or network/security engineering; 2+ years in L3 escalation roles
Technical Skills	Expert in PAN-OS, firewalls, Panorama, Prisma SD-WAN, Prisma Access, Strata, SASE, VPN, routing (BGP, OSPF), packet diagnostics (Wireshark), Linux shells
Certifications	PCNSE required; PCNSA, PCCSE
Scripting	Python, REST API, or equivalent automation experience
Soft Skills	Strong communicator; adept at customer-facing handling and cross-team leadership
Work Scope	Ability to work across rotational shifts; availability for incident-based after-hours effort