SrDot Network Engineer - Palo Alto
- Ahead
- 9 - 12 years
- Noida, Gurugram
- 16 days ago
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Job Description
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We embrace all candidates that will contribute to the diversification and enrichment of ideas and perspectives at AHEAD.
This L3 TAC Engineer is the go-to expert for critical, escalated cases owning resolution, mentoring peers, and feeding insights back into product improvements. You re not just handling support; youre shaping the future of Palo Alto appliance reliability and TAC excellence.
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.
- 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.
- 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.
- 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.
- 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.
Technical Leadership & Knowledge Management
Cross-Functional Collaboration
Automation & Tooling
Metrics, Process, & Incident Management
Required Qualifications
- Experience: 9 12 years in enterprise-level TAC/support or network/security engineering; 3+ 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
Why AHEAD:
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- 401(k)
- Paid company holidays
- Paid time off
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Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Engineering - Hardware & NetworksRole Category: IT NetworkRole: System Administrator / EngineerEmployement Type: Full timeContact Details:
Company: AheadLocation(s): Noida, Gurugram+ View Contact
Keyskills: Automation Linux WAN VPN Network security Troubleshooting Analytics Python Firewall OSPF
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Shift Ahead, a company located in Pune, India, operates in the US, UAE, and Spain. With over a decade of experience, it specializes in managed talent staffing across various sectors, including NOC, Tech Support Engineering, Cyber Security, Cloud based Ops, Analytics, AI, and Software development. Th...
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