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
Skills Required
- 5-9 years in enterprise-level TAC/support or network/security engineering; 2+ years in L3 escalation roles
- Expert in PAN-OS, firewalls, Panorama, Prisma SD-WAN, Prisma Access, Strata, SASE, VPN, routing (BGP, OSPF), packet diagnostics (Wireshark), Linux shells
- PCNSE required; PCNSA, PCCSE
- Python, REST API, or equivalent automation experience
- Strong communicator; adept at customer-facing handling and cross-team leadership
- Ability to work across rotational shifts; availability for incident-based after-hours effort
AHEAD Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about AHEAD and has not been reviewed or approved by AHEAD.
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Retirement Support — 401(k) contributions are matched dollar-for-dollar on the first $5,000 each year, with matching made each pay period and immediate 100% vesting. This structure signals above-standard employer support for retirement savings.
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Affordable Benefits — Medical options include low employee premiums for PPO and HDHP plans, and the HDHP adds employer HSA funding plus a dollar-for-dollar HSA match up to stated amounts. Dental and vision plans list very low per-paycheck costs, helping keep overall healthcare spend manageable.
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Wellbeing & Lifestyle Benefits — No-cost telemedicine (including virtual mental health when enrolled), free Calm access for the employee and dependents, and an EAP with counseling are included. Company-paid life and disability plus voluntary protections (legal/ID, pet insurance) and other extras round out a comprehensive set of supports.
AHEAD Insights
What We Do
AHEAD builds platforms for digital business. By weaving together cloud infrastructure, intelligent operations, and modern applications, we help enterprises deliver on the promise of digital transformation.
