Solutions Architect - Lead (TAC)

Ingram Micro, Inc.; Bengaluru; On-site; INR 4,000,000 - 7,000,000; Full time

Benefits offered by this job

Palo Alto Networks Certifications

AWS/Azure/GCP security certifications

Health insurance

Job summary

Ingram Micro, Inc. in Bengaluru is seeking an experienced security engineer to act as the highest escalation point for Palo Alto Networks issues. You will troubleshoot NGFW, Panorama, and related security deployments and mentor junior engineers.

The role requires deep knowledge of VPNs, Threat Prevention, and cloud security services, with strong collaboration across engineering and support teams. On-site role in Bengaluru.

Qualifications

• 8-12 years of experience in Network Security or Cybersecurity Support.

Responsibilities

• Act as the highest escalation point for complex Palo Alto Networks issues.
• Troubleshoot and resolve advanced Palo Alto NGFW/ Panorama issues.
• Support Prisma Access, Prisma SD-WAN, and SASE deployments.
• Investigate issues involving GlobalProtect VPN, SSL Decryption, WildFire, DNS Security.
• Analyze packet captures and logs to determine root causes.
• Lead severity 1 incident management and resolutions.
• Collaborate with engineering and product support for bug investigations.
• Mentor L1-L3 engineers and develop KBs and guides.
• Participate in customer calls and SLA adherence.

Skills

Palo Alto firewalls

Panorama administration

VPN IPSec & GlobalProtect

DNS Security & Threat Prevention

Prisma Access & SASE

WildFire & URL Filtering

TCP/IP, BGP, OSPF

Wireshark

Public cloud (AWS/Azure/GCP)

REST APIs, Python, Ansible

Tools

Panorama administration

Packet analysis tools

Cloud platforms knowledge

Job description

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 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.