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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

As part of the Cloud Platform / Devops team at Upswing, you will get to work on building state-of-the-art infrastructure for the future. You will also be –

• Building Infrastructure on AWS driven through terraform and building automation tools for deployment, infrastructure management, and observability stack 
• Building and Scaling on Kubernetes
• Ensuring the Security of Upswing Cloud Infra
• Building Security Checks and automation to improve overall security posture 
• Building automation stack for components like JVM-based applications, Apache Pulsar, MongoDB, PostgreSQL, Reporting Infra, etc.
• Mentoring people across the teams to enable best practices 
• Mentoring and guiding team members to upskill and helm them develop work class Fintech Infrastructure

What will you do if you join us?

• Write a lot of code
• Engage in a lot of cross-team collaboration to independently drive forward infrastructure initiatives and Devops practices across the org 
• Taking Ownership of existing, ongoing, and future initiatives 
• Plan Architecture- for upcoming infrastructure
• Build for Scale, Resiliency & Security 
• Introduce best practices wrt Devops & Cloud in the team
• Mentor new/junior team members and eventually build your own team

You should have

• Curiosity for on-the-job learning and experimenting with new technologies and ideas
• A strong background in Linux environment
• Must have Programming skills and Experience
• Strong experience in Cloud technologies, Security and Networking concepts, Multi-cloud environments, etc.
• Experience with at least one scripting language (GoLang/Python/Ruby/Groovy)
• Experience in Terraform is highly desirable but not mandatory
• Experience with Kubernetes and Docker is required 
• Understanding of the Java Technologies and Stack
• Any other Devops related experience will be considered