TAC (l1+) - Palo Alto Networks

Palo Alto TAC Engineer

Department: Technical Assistance Center (TAC)

Location: Bangalore

Job Type: Full-Time

Company Name

Inflow Technologies

Company Website

https://inflowtechnologies.com/

Company details

Founded in 2005, Inflow Technologies is a niche player in the IT Infrastructure Distribution Services industry providing Value Added Distribution in Networking, Cyber Security, Unified Communications and Collaboration, AIDC, Surveillance, Server, Storage & Software related Products & Services in India/South Asia.

Inflow is headquartered in Bangalore with presence across 20+ locations, enabling resellers to design, deploy and adopt IT Infrastructure solutions to facilitate their customer needs. This initiative, supported by a strong technical team of 120+ certified resources, assists channel partners throughout their sales cycle.

Inflow has an annual run-rate revenue of USD 700+ Million.

Location: Bangalore

Mode of Working: Work Form Office

Days of Working: 5 Days a week

Responsibilities

About the Role:

We are looking for an experienced and technically skilled TAC (L1+) to join our Palo Alto Networks support team. 

Key Responsibilities:

• Advanced Troubleshooting & Escalations:
• Handle and lead resolution of highly complex L1+ support cases across Palo Alto Networks technologies (e.g., NGFW, Panorama, GlobalProtect, 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.

Interview process

2 Rounds - 1st is Virtual (1 round can be face-to-face)

Skills:

Required Skills & Qualifications:

• 4+ years in a technical support or network/security engineering role.
• 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 Skills and Certifications:

• 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.

Any other additional information

Commitment Clause of 3 Years

Technical Consultant – Palo Alto Networks

Company: Inflow Technologies

Website: https://inflowtechnologies.com

About: Founded in 2005, Inflow Technologies is a niche IT Infrastructure Distribution Services player offering Value Added Distribution in Networking, Cybersecurity, UCC, AIDC, Surveillance, Server, Storage & Software across India/South Asia. HQ in Bangalore, 20+ locations, 120+ certified technical resources, USD 700M+ annual run-rate revenue.

Location: Bangalore

Work Mode: Work From Office

Work Days: 5 days/week

Position Overview

Senior-level, high-impact technical role driving architecture, implementation, and optimization of Palo Alto Networks' enterprise security solutions. Acts as SME bridging security engineering and client-facing technical consultation.

Key Responsibilities

• Design, deploy, and optimize Palo Alto NGFW solutions in complex enterprise environments
• Provide L3/L4 escalation support for Palo Alto firewall, Prisma, and Cortex-related issues (PAN-OS)
• Architect and implement: Prisma Access (SASE/ZTNA), Prisma Cloud (CSPM, CWPP, CNAPP), Cortex XDR/XSOAR
• Advanced troubleshooting: traffic flow issues, security policy mismatches, VPN (IPSec/GlobalProtect), threat prevention, URL filtering, SSL decryption
• Lead end-to-end implementation projects (design, deployment, migration, optimization)
• Integrate Palo Alto solutions with SIEM/SOC platforms, IAM (SAML, Azure AD, Okta), and public cloud (AWS, Azure, GCP)
• Manage HA, clustering, and firewall upgrades
• Liaise with Palo Alto TAC for critical issue resolution
• Conduct security assessments, best practice reviews, and performance tuning
• Maintain technical documentation (HLDs/LLDs, SOPs, runbooks)
• Mentor L1/L2 engineers
• Participate in change management, maintenance windows, and incident response

Requirements

• Experience: 6–12 years in network and security engineering (min 6 years)
• Education: Bachelor's degree in Computer Science, Engineering, or related field

Process

• Interview Rounds: 2 Virtual + Final Face-to-Face

Company & Team Overview

Planview's mission is to build the digital future of connected work — empowering business, technology, and transformation leaders to accelerate the achievement of the project and product initiatives that matter most. As the leading end-to-end platform for Strategic Portfolio Management (SPM) and Software Product Delivery, Planview's AI-powered solutions give leaders the strategic foresight to prioritize with precision, accelerate value delivery, and adapt with confidence.

Headquarters in Austin, Texas, with over 1,500 employees worldwide, Planview serves more than 3,000 customers and 3.1 million users globally, including 45 of the Fortune 100.

The Support Operations team is at the heart of Planview's customer experience, ensuring that enterprises around the world get the most value from Planview's industry-leading platform. As Planview expands its AI-first portfolio through continued innovation and acquisition, the Support Operations team plays a critical role in delivering consistent, high-quality technical assistance across a growing suite of solutions.

Role Summary

Technical Support Engineer I provides first-level technical support for Planview KeyedIn (enterprise PPM) Customer Care customers and internal employees, serving as the primary point of contact for a defined set of accounts and cases. In this role, you will independently resolve standard cases across user and license administration, project and resource management, reporting, data operations, and integration workflows, while investigating root causes and documenting durable solutions.

You will escalate complex or defect cases appropriately — acting as a liaison between customers and the Development and Cloud Operations teams — and guide customers on the product's proper use and best practices. As you grow, you will take on increasingly complex problems end-to-end and mentor Associate Technical Support Engineers, contributing to a high-performing, collaborative team. Success is measured by case resolution quality, SLA performance, customer satisfaction, and case hygiene.

Key Responsibilities

Customer Support & Case Management

•   Act as the first point of contact for KeyedIn Customer Care customers seeking technical assistance, providing troubleshooting and support via the ticketing system, email, and web-based tools.

•   Accurately log all customer cases, interactions, and resolutions in the case management system (Salesforce).

•   Take a hands-on approach, managing issues from initial contact through final resolution and follow-up, and maintaining full accountability throughout the support lifecycle.

•   Prioritize cases according to severity and SLA commitments, ensuring timely and accurate responses.

•   Maintain case hygiene — accurate status, ownership, and next action — with no-silent-case discipline.

Technical Troubleshooting & Resolution

•   Handle standard KeyedIn administration and configuration requests — support-portal accounts, licence-count updates, user provisioning and termination, login-group publishing, and access/login issues.

•   Resolve standard reporting, widget, dashboard, and how-to cases; assist with routine data export and data-load requests.

•   Investigate root causes, guide customers through corrective steps, and document solutions in the Customer Success Center knowledge base.

•   Escalate complex or defect cases to higher-level engineers or Development with clear reproduction steps and environment details; route Cloud Operations and Development-owned work to the correct team without owning it.

•   Follow the team's call-escalation discipline — move prolonged email threads to a call at the defined threshold to speed resolution.

Product Knowledge & Continuous Improvement

•   Stay current on KeyedIn releases, feature changes, known issues, and system updates.

•   Advise customers on the product's proper use, best practices, and configuration guidance.

•   Contribute to technical notes and knowledge base articles in the Customer Success Center.

•   Collect and communicate customer feedback, recurring issues, and product-quality insights to improve product quality and support processes.

Collaboration & Mentoring

•   Mentor Associate Technical Support Engineers, sharing knowledge and best practices.

•   Build relationships with cross-functional teams including Engineering, Development, Cloud Operations, Product, and Customer value advisor.

•   Function independently as well as part of a cross-functional global team.

•   As needed, participate in on-call or skeleton crew rotation.

Required Qualifications

•   1–3 years of experience in technical support, software support, IT support, or a closely related customer-facing role.

•   Demonstrated ability to independently troubleshoot and resolve technical issues in enterprise software or SaaS environments.

•   Strong written and verbal communication skills in English; ability to explain technical concepts clearly to both technical and non-technical audiences.

•   Experience using ticketing or case management systems (e.g., Salesforce, Jira, Zendesk, or similar).

•   Solid diagnostic and problem-solving skills with a systematic, analytical approach.

•   Proven ability to manage multiple cases simultaneously while maintaining attention to detail and meeting SLA commitments.

•   Ability to work independently and as part of a cross-functional global team.

•   Experience using ticketing or case management systems (e.g., Salesforce, Jira, Zendesk, Dynamics 365, or similar).

Preferred Qualifications

•   Bachelor’s degree in computer science, Information Technology, Engineering, or a related field, or equivalent practical experience.

•   Familiarity with SaaS application support models and multi-tenant environments.

•   Experience with enterprise databases and SQL querying (SQL Server, Oracle, PostgreSQL, or MySQL).

•   Exposure to REST or SOAP APIs and tools such as Postman or cURL.

•   Practical familiarity with PPM concepts — projects, resources, timesheets, dashboards, reporting/widgets, and custom entities.

•   Understanding of identity and access management concepts (SSO, OAuth, RBAC, SAML).

•   Knowledge of the Planview product ecosystem, particularly KeyedIn or other PPM solutions.

•   Relevant technology certifications (Microsoft, AWS, ITIL, or similar).

Knowledge, Skills & Abilities

•   Willing to accept and adapt to change, showing flexibility and recovering relatively quickly from setbacks.

•   Actively participates in team meetings and seeks out collaboration opportunities without always waiting to be prompted.

•   Seeks feedback from colleagues and peers and integrates that feedback into their approach and work quality.

•   Displays a willingness to develop conflict-resolution skills and facilitate productive discussions with customers and colleagues.

•   Keeps a calm, professional demeanor across a variety of clients and personalities, even when others in the support process may not.

•   Self-motivated, detail-oriented, and organized, with the ability to begin prioritizing work independently.

•   A logical, process-oriented thinker who is positive, proactive, and innovative — a creative problem solver with exceptional customer service skills.

•   Committed to continuous learning, with intellectual curiosity to expand product and technical knowledge and the ability to learn new concepts quickly.

•   Comfortable engaging with AI-assisted tools to accelerate research, issue diagnosis, and knowledge base contributions.

Technical Skillset (Product-Specific)

Experience Required: 1–3 years.

Must Have

•   API — Experience with Postman or similar tools to test APIs, validate responses, and troubleshoot API failures; understanding of REST APIs, HTTP methods, status codes, and request/response flows for troubleshooting integrations.

•   SQL & Relational Databases — Ability to write basic to intermediate SQL queries to validate data, troubleshoot data issues, and understand database relationships.

•   Analytical & Communication Skills — Strong problem-solving ability with the capacity to translate technical findings into clear, actionable guidance for non-technical stakeholders.

•   Application & Log Analysis — Application logs, error analysis, troubleshooting, and root cause identification.

•   Salesforce & Jira — Working knowledge of Salesforce for case management and Jira for defect tracking and ticket management.

•   Web & SaaS Troubleshooting — Web-based applications, SaaS/cloud environments, browser Developer Tools, HTTP/HTTPS, and network troubleshooting.

•   Cloud & Networking — Basic understanding of cloud environments, DNS, SSL/TLS, firewalls, proxies, and connectivity issues.

•   Power BI (basic) — able to read dashboards and reports, understand how filters and slicers change results, and recognize whether a reporting issue is a data, refresh, or configuration problem.

Nice to Have

•   PPM Application Support — Practical familiarity with projects, resources, timesheets, dashboards, reporting/widgets, and custom entities.

•   Reporting & Data — Comfort with report/widget configuration concepts, filters, and data validation.

•   Data Loads & Exports — Ability to handle imports/exports, MS Project imports, and bulk field uploads.

•   Planview Product Familiarity — Any exposure to Planview's portfolio or release management product suite.

Roles & Responsibilities:-

1. Provide technical support to customers via phone, email, and ticketing system regarding Palo Alto Networks security products
2. Troubleshoot and resolve customer issues related to firewall policies, network connectivity, VPN configurations, threat prevention, and security features
3. Collaborate with customers, cross-functional teams, and vendors to diagnose and resolve complex technical issues
4. Perform system configurations and assist customers with initial product installations, upgrades, and migrations
5. Monitor and analyze system logs and events to identify and respond to security threats and performance issues
6. Document customer interactions, troubleshooting steps, and solutions in a knowledge base
7. Stay up-to-date with latest trends and advancements in network security technologies and industry best practices

Ideal Candidate:-

1. Strong Firewall / Network Security Support Profile with Palo Alto exposure
2. Mandatory (Experience 1): Must have around 2 years of experience in network security, with hands-on firewall support (Palo Alto preferred), and knowledge of network security concepts and protocols (TCP/IP, VPN, SSL/TLS, IDS/IPS, next-generation firewalls).
3. Mandatory (Experience 2): Must be able to perform system configurations and assist with installations, upgrades, and migrations, and monitor/analyse system logs and events to respond to security threats and performance issues.
4. Mandatory (Tech skill): Must be able to troubleshoot firewall policies, network connectivity, VPN configurations, and threat-prevention issues, with a basic understanding of network infrastructure (routers, switches, load balancers).
5. Mandatory (Skill): Must have strong analytical and problem-solving skills, provide support via phone/email/ticketing, document interactions and solutions in a knowledge base, and collaborate with customers, cross-functional teams, and vendors.
6. Mandatory (Domain): Banking-industry experience preferred; strong candidates with the same technical experience from another industry are acceptable.
7. Mandatory (Note): Must be comfortable with a 24/7 rotational shift environment and on-call support at the client site (IDFC Bank, Airoli, Navi Mumbai)
8. Mandatory (Communication): Must have excellent verbal and written communication, able to explain technical concepts clearly.
9. Preferred (Product / Education): Familiarity with Palo Alto Networks products (PAN-OS, GlobalProtect, WildFire); Bachelor's degree in Computer Science, IT, or a related field.

Position: Technical Lead – Forcepoint (Data & Cloud Security)

Company: Inflow Technologies

Location: Bangalore

Work Mode: Work From Office | 5 days/week

Experience Required: Minimum 6 years

Interview Process: 2 rounds (Virtual + Final Face-to-Face)

About Inflow Technologies

Founded in 2005, Inflow is a value-added IT infrastructure distributor covering Networking, Cybersecurity, UC&C, AIDC, Surveillance, Server, Storage & Software across India/South Asia. HQ'd in Bangalore with 20+ locations, backed by a 120+ certified technical team, and ~USD 700M+ annual run-rate revenue.

Position Overview

Acting as the Forcepoint subject matter expert, this role owns end-to-end design, deployment, and troubleshooting of enterprise data and cloud security architectures — spanning DLP, SWG, CASB, and SSE/ZTNA. The role sits at the intersection of solution architecture and hands-on L3 execution: defining security policies, configuring network proxies, and resolving complex support escalations in a client-facing, consultative capacity.

Core Products

• Forcepoint DLP (Endpoint, Network, Web, Email)
• Forcepoint Web Security
• Forcepoint Email Security
• Forcepoint CASB
• Forcepoint Suite / Forcepoint One
• Forcepoint Cloud Security / SSE (incl. ZTNA)
• Forcepoint DSPM

Key Responsibilities

1. Solution Design & Architecture

• Design enterprise architectures: DLP (Endpoint + Network + Discovery), Web Security (Proxy/Hybrid/Cloud), CASB & SaaS protection, Forcepoint Suite/One
• Install & configure Management Server, Policy Engine, Detection Servers, Protectors (Email/Web/Network), Endpoint agents (Windows/Mac)
• Implement EDM/IDM/OCR and data classification policies

2. Web Security (SWG)

• Deploy on-prem (V-series appliances) and cloud SWG/hybrid mode
• Configure transparent/explicit proxy, SSL inspection, URL filtering

3. Email Security

• Configure SMTP routing, DLP email policies, encryption & compliance rules

4. Advanced Policy Configuration

• Design/tune DLP policies (structured + unstructured data), web filtering (user/group/app-based), cloud app governance rules

5. L3 Troubleshooting & RCA (Critical)

• Handle: DLP not detecting over HTTPS, endpoint agent communication failures, web proxy latency/SSL failures, policy not applying to users, email DLP bypass
• Approach: log analysis (Policy Engine, endpoint, web), packet capture/traffic analysis, root cause identification & permanent fix

Qualifications & Certifications (Preferred)

• Bachelor's degree (IT/CS or related)
• Forcepoint Certified Administrator (FCA)
• Forcepoint DLP Specialist
• CCNA / Security+ (nice-to-have)

Job Summary:

We are looking for an experienced Senior Network Engineer with strong hands-on expertise in Cisco Routing & Switching and Core Networking. The role involves providing technical leadership, coordinating network engineering initiatives, improving network reliability, and supporting strategic projects across Branch Data Access and Standalone ATM network infrastructure.

Key Responsibilities:

• Provide technical leadership and operational coordination for network engineering initiatives related to Branch Data Access and Standalone ATM products.
• Support strategic network projects, including planning, implementation, and delivery of key initiatives.
• Oversee the Book of Work (BoW) related to Branch Data Access and Standalone ATM products.
• Collaborate with ATM Banking, Network Engineering, Implementation teams, and external service providers such as Verizon and AT&T.
• Analyze complex network engineering challenges and contribute to effective troubleshooting and resolution.
• Drive initiatives to reduce operational risks and improve network performance, stability, and service reliability.
• Coordinate with cross-functional stakeholders and vendors to ensure smooth project execution.
• Mentor junior engineers and support knowledge sharing within the team.
• Contribute to network strategy, governance, compliance, and continuous operational improvement.

Required Skills:

• Strong experience in Cisco Routing & Switching.
• Solid understanding of Core Networking concepts.
• Experience in network engineering, implementation, and troubleshooting.
• Experience coordinating network projects and working with cross-functional teams.
• Strong communication, stakeholder management, and problem-solving skills.

Technical Support Engineers (TSE) make up a small, talented, and dedicated global team providing an important part of the Pendo experience through guidance and consulting to customers. We pride ourselves on prompt responses to customers with a range of technical capabilities to ensure the success of customers across our web and mobile features as part of the Engineering organization. While the entire company has a customer focus, TSEs make champions out of our customers and provide a partnership experience through professional and accurate technical support.

Responsibilities:

• Answer customer questions through our support queue
• Be the voice of the customer to the Product and Engineering organizations
• Debug customer issues, create reproducible test cases for developers, and validate fixes and workarounds
• Take ownership of pushing cases to resolution, including working with developers
• Actively contribute to knowledge documentation through the creation of internal and customer-facing documentation

Qualifications (your experience):

• Highly empathetic and passionate about helping others at a moment's notice
• Applied coding knowledge - Front End or API
• Reliable and active team member
• Ability to learn technical concepts and translate them to business solutions for customers with a thirst for knowledge
• Conversational fluency in spoken and written English
• 2+ years of professional experience in JavaScript, HTML, CSS and/or Mobile Development
• 2+ years of professional experience working in a customer-facing role
• Proven record of continued education/pursuit of knowledge in technology (computer science degree, coding school, other relevant courses)

Network Engineer – L3

Location: Mumbai | On-site

Experience: 8–10 Years

Key Responsibilities:

• Install, configure, maintain and troubleshoot network & security infrastructure.
• Handle LAN/WAN, BGP, OSPF, HSRP/VRRP, VLAN, STP, SVI & LACP.
• Manage Cisco/Juniper switches, routers and firewalls.
• Work on Fortinet/Checkpoint/Juniper/Cisco firewalls, SD-WAN & ACI-SDN.
• Troubleshoot VPN, NAT, GRE, P-VPN, routing and connectivity issues.
• Monitor network performance using NMS, SNMP & Syslog.
• Coordinate with customers, vendors and TAC teams for issue resolution.
• Support data centre connectivity, network projects and RFP specifications.
• Participate in network upgrades, maintenance and troubleshooting.

Key Skills:

• Strong TCP/IP, IPv4/IPv6, BGP, OSPF, HSRP/VRRP knowledge.
• Hands-on experience with Cisco/Juniper/Mellanox/Dell/Arista.
• Firewall experience with Fortinet/Checkpoint/Cisco/Juniper.
• Experience in Data Centre environments.
• Good communication and troubleshooting skills.
• Willingness to work in shifts, weekends and holidays.

Zscaler Network Security Engineer | 4–7+ Years

• Manage and troubleshoot Zscaler ZIA & ZPA, including policies, URL filtering, SSL inspection, DNS security, App Segments and App Connectors.
• Troubleshoot Client Connector, PAC, GRE/IPsec tunnels and Zscaler Digital Experience issues.
• Strong knowledge of TCP/IP, DNS, DHCP, IPAM, VLAN and Ethernet switching; Infoblox experience preferred.
• Must have working experience in one of: Palo Alto Firewall, Cisco LAN/Wi-Fi, or Cisco SD-WAN.
• Handle incidents, changes, SLA/KPI, ITIL processes, documentation and L3 escalations.
• Willingness to work in rotating/follow-the-sun shifts.

Job Title: Technical Consultant – Netskope & SSE (L3 Engineer)

Company: Inflow Technologies

Location: Bangalore (Work From Office, 5 days/week)

About Inflow Technologies:

Inflow Technologies, founded in 2005 and headquartered in Bangalore, is a leading value-added IT infrastructure distributor across Networking, Cybersecurity, Unified Communications, AIDC, Surveillance, Server, Storage, and Software. With 20+ locations across India/South Asia and a 120+ member certified technical team, Inflow supports channel partners through the full solution sales cycle. Annual run-rate revenue: USD 700+ Million.

Position Overview:

We're looking for an experienced Technical Consultant (L3 Engineer) specializing in Netskope and Security Service Edge (SSE) technologies. You'll own end-to-end architecture, design, deployment, and optimization of cloud security solutions — acting as a trusted advisor who translates business requirements into secure, scalable technical architectures, and resolves advanced issues through root cause analysis.

Key Responsibilities:

Implementation & Deployment

• Deploy Netskope CASB (API + Proxy), SWG, DLP (Email/Web/Network), ZTNA (Private Access), NPA, and Prime Advantage package
• Configure traffic steering (Client, GRE, IPsec), policy rules (DLP, URL filtering, access control), and dashboard fine-tuning
• Perform agent rollout across Windows, Mac, and Mobile

Architecture & Design

• Design a secure access architecture for remote users, branch offices, and cloud workloads
• Integrate with identity providers (Azure AD, Okta) and existing security stack (Firewall, Proxy, SIEM)
• Integrate Netskope with SIEM (Splunk, QRadar), EDR tools, and email security
• Configure SSO/SAML authentication

Required Qualifications:

• Bachelor's degree in IT/CS or related field
• 6–8 years of experience (L3 level)
• Preferred certifications: Netskope Certified Cloud Security Architect (NCSA), NSK 100/200/300, CCNA/Security+ (good to have)

Interview Process: 2 rounds (Virtual) + Final round (Face-to-Face)