Sr Network Engineer - Palo Alto

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.