Lead Solutions Architect - Technical Assistance Center

Ingram Micro India Private Limited; Bengaluru; On-site; INR 4,000,000 - 6,500,000; Full time

Job summary

Ingram Micro India Private Limited in Bengaluru seeks a Solutions Architect - Lead (TAC) to join the security operations team. You will act as the highest escalation point for complex Palo Alto Networks issues, oversee troubleshooting of NGFW, Panorama, and cloud security deployments, and mentor junior engineers.

The role requires 5+ years of hands-on Palo Alto expertise, strong stakeholder communication, and the ability to manage Sev-1 incidents while aligning with SLA targets across global

Qualifications

• 5+ years of hands-on Palo Alto Networks TAC/security support experience.
• Strong knowledge of PA firewalls, Panorama, VPN, and threats.
• Experience with cloud security and SASE deployments.
• Proficiency in TCP/IP, BGP, OSPF, DNS, DHCP.
• Mentoring teams and managing escalations.
• Excellent customer communication and stakeholder management.

Responsibilities

• Act as the highest escalation point for Palo Alto technical issues.
• Troubleshoot and resolve advanced Palo Alto NGFW and Panorama issues.
• Support Prisma Access, Prisma SD-WAN, and SASE deployments.
• Lead Severity 1 and critical incident management.
• Collaborate with Engineering and Product Support for escalations.
• Provide guidance and mentoring to L1-L3 engineers.
• Develop Knowledge Base articles and best practices.
• Participate in customer calls and technical reviews.
• Ensure adherence to SLA commitments and customer satisfaction.

Skills

Palo Alto Networks expertise

NGFW & Panorama troubleshooting

VPN & GlobalProtect

Security policy & threat prevention

TCP/IP, BGP, OSPF

Cloud security (AWS/Azure/GCP)

SASE/Prisma Access

Mentoring & stakeholder mgmt

REST APIs / Python / Ansible

Wireshark packet analysis

Tools

Wireshark

REST APIs

Python

Ansible

Cloud platforms

Job description

Solutions Architect - Lead (TAC)

It's fun to work in a company where people truly BELIEVE in what they're doing!

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.

Required Skills

• 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.

Preferred Certifications

• 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

Preferred Experience

8-12 years of experience in Network Security, TAC, or Cybersecurity Support environments.

Minimum Experience

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.

Experience Level

Senior Level