The Role
Serve as highest escalation for complex Palo Alto issues; troubleshoot NGFW, Panorama, Prisma Access/SD-WAN/SASE, VPNs, WildFire, and networking problems. Lead Sev-1 incident response, mentor support engineers, produce KB articles, collaborate with engineering on bugs, and ensure SLA and customer satisfaction.
Summary Generated by Built In
It's fun to work in a company where people truly BELIEVE in what they're doing!
Job Description:
Key Responsibilities
- Act as the highest escalation point for complex Palo Alto Networks technical issues.
- Troubleshoot and resolve advanced issues related to Palo Alto NGFW (PA-Series, VM-Series, CN-Series) and Panorama.
- Support and manage Prisma Access, Prisma SD-WAN, and SASE deployments.
- Investigate and resolve issues involving GlobalProtect VPN, SSL Decryption, WildFire, DNS Security, and Threat Prevention.
- Analyze packet captures, debug logs, crash files, and performance reports to determine root causes.
- Lead Severity 1 and business-critical incident management and resolution.
- Collaborate with Palo Alto Networks Engineering and Product Support teams for bug investigations and escalations.
- Provide technical guidance and mentoring to L1, L2, and L3 support engineers.
- Develop Knowledge Base articles, troubleshooting guides, and operational best practices.
- Participate in customer calls, escalation bridges, and technical review meetings.
- Ensure adherence to SLA commitments and customer satisfaction goals.
- Strong hands-on experience with Palo Alto Networks firewalls and Panorama administration.
- Deep knowledge of Security Policies, NAT, VPN (IPSec & GlobalProtect), URL Filtering, Threat Prevention, and WildFire.
- Expertise in troubleshooting Layer 2, Layer 3, routing and security-related issues.
- Strong understanding of TCP/IP, BGP, OSPF, DNS, DHCP, NAT, and SSL/TLS.
- Experience with Prisma Access, SASE, and cloud security technologies.
- Knowledge of Cortex XDR, Cortex XSOAR, and Cortex XSIAM is preferred.
- Hands-on experience with packet analysis tools such as Wireshark.
- Familiarity with public cloud platforms including AWS, Microsoft Azure, and Google Cloud.
- Experience with automation using REST APIs, Python, or Ansible is an added advantage.
- Strong customer communication, documentation, and troubleshooting skills.
- Palo Alto Networks Certified Network Security Engineer (PCNSE)
- Palo Alto Networks Certified Cybersecurity Associate (PCCSA)
- Palo Alto Networks Prisma Access Certification
- Palo Alto Cortex Certifications (Preferred)
- CCNP Security
- CISSP
- AWS, Azure, or Google Cloud Security Certifications
- 8-12 years of experience in Network Security, TAC, or Cybersecurity Support environments.
- Minimum 5+ years of hands-on experience supporting Palo Alto Networks technologies.
- Experience handling enterprise and global customer environments.
- Strong knowledge of security operations and incident management processes.
- Experience working in a 24x7 TAC or Managed Security Services environment.
- Excellent stakeholder management and customer-facing skills.
- Ability to mentor junior engineers and drive technical excellence within the team.
Skills Required
- Hands-on experience with Palo Alto Networks firewalls (PA-Series, VM-Series, CN-Series) and Panorama administration
- Experience supporting Prisma Access, Prisma SD-WAN, and SASE deployments
- Strong knowledge of Security Policies, NAT, VPN (IPSec & GlobalProtect), URL Filtering, Threat Prevention, and WildFire
- Expertise troubleshooting Layer 2 and Layer 3 routing and security-related issues
- Strong understanding of TCP/IP, BGP, OSPF, DNS, DHCP, NAT, and SSL/TLS
- Minimum 5+ years hands-on experience supporting Palo Alto Networks technologies
- Hands-on experience with packet analysis tools such as Wireshark
- Familiarity with public cloud platforms including AWS, Microsoft Azure, and Google Cloud
- Strong customer communication, documentation, and troubleshooting skills; incident management and SLA adherence
- Experience working in a 24x7 TAC or Managed Security Services environment
- Knowledge of Cortex XDR, Cortex XSOAR, and Cortex XSIAM
- Experience with automation using REST APIs, Python, or Ansible
- Palo Alto certifications (PCNSE, PCCSA, Prisma Access, Cortex), CCNP Security, CISSP, or cloud security certifications
- 8-12 years of experience in Network Security, TAC, or Cybersecurity Support environments
- Ability to mentor junior engineers and drive technical excellence
- Experience handling enterprise and global customer environments
Ingram Micro Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Ingram Micro and has not been reviewed or approved by Ingram Micro.
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Strong & Reliable Incentives — Feedback suggests bonus eligibility is common and commission structures can lift total earnings in sales roles. Pay is described as solid and reliably on time in many contexts.
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Healthcare Strength — Feedback suggests the health offering is comprehensive, with multiple medical options including a copay-only plan and an HSA plan with employer funding. Wellness programs, pharmacy support, and an EAP reinforce the package.
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Retirement Support — Feedback suggests retirement support includes a 401(k) with company match and automatic savings features. This provides a structured foundation for long-term savings.
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The Company
What We Do
Ingram Micro helps businesses Realize the Promise of Technology™. It delivers a full spectrum of global technology and supply chain services to businesses around the world. Deep expertise in technology solutions, mobility, cloud, and supply chain solutions enables its business partners to operate efficiently and successfully in the markets they serve. Unrivaled agility, deep market insights and the trust and dependability that come from decades of proven relationships, set Ingram Micro apart and ahead.
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