Solutions Architect - Lead

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