Technical Support Team Lead

3 days ago

Bengaluru, Karnataka, India TerraGiG Full time ₹ 10,00,000 - ₹ 25,00,000 per year

Job Title: TAC Lead (L3) – Palo Alto NetworksDepartment: Technical Assistance Center (TAC)Location: JBN, Bangalore, work from Office (Only local candidates of Bangalore is acceptable)CTC: 10 LPAJob Type: Full-Time, work from OfficeShift - Rotational Shifts. Notice Period – Immediate Joiner, Min. can join within 10 daysInterview Mode- 1st round- F2F at client Office2nd round- F2F at client OfficeJob Summary:We are looking for a highly experienced and technically skilled TAC Lead (L3) to join our Palo Alto Networks support team. In this role, you will act as a senior technical escalation point for critical and complex customer issues, provide guidance to junior engineers, and ensure high standards of troubleshooting and customer experience.

As a TAC Lead, you'll play a pivotal role in resolving advanced product issues, mentoring team members, and collaborating with engineering and product teams to drive long-term solutions. Key Responsibilities:Advanced Troubleshooting & Escalations:Handle and lead resolution of highly complex L3 support cases across Palo Alto Networks technologies (e.g., NGFW, Panorama, Global Protect, 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:6 years in a technical support or network/security engineering role, with at least 2 years at an L3/escalation level. 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.

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