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.

Skills:- Palo Alto, Technical Assistance Center and TAC

📌 TAC (l1) - Palo Alto Networks (Bengaluru)
🏢 Aanet Talent Global Solutions
📍 Bengaluru