Sr. Professional Services Consultant, NGFW
Palo Alto NetworksSalary not specified
Full Time
Senior (5 to 8 years)
Not SpecifiedCompensation
Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level
Full TimeJob Type
UnknownVisa
Technology, CybersecurityIndustries
Requirements
- 9–12 years in enterprise-level TAC/support or network/security engineering
- 3+ years in L3 escalation roles
- Expert in PAN-OS, firewalls, Panorama, Prisma SD-WAN, Prisma Access, Strata, SASE, VPN, routing (BGP, OSPF), packet diagnostics (Wireshark), Linux shells
- PCNSE certification required; PCNSA, PCCSE preferred
- Scripting experience: Python, REST API, or equivalent automation experience
- Strong communicator; adept at customer-facing handling and cross-team leadership
- Ability to work across rotational shifts; availability for incident-based after-hours effort
Responsibilities
- Lead resolution of Tier-3 support cases for Palo Alto NGFW, Panorama, GlobalProtect, Prisma SD-WAN, Prisma Access, Strata, and SASE cloud firewall products, Cortex within TAC workflows
- Perform advanced diagnostics, packet captures, log analysis, root-cause analysis and lab reproductions
- Interface directly with enterprise customers and act as a senior escalation point for P1/P2 incidents
- Mentor L1/L2 TAC engineers, shaping troubleshooting approach and case handling
- Create/manage knowledge base articles, internal guides, and conduct training sessions for TAC teams
- Work closely with Engineering, QA, and Product Management to escalate bugs and influence product improvements
- For ETAC/Advanced TAC roles: be a bridge between TAC and Engineering—replicate issues, provide early-stage feedback on new products, and contribute to feature supportability
- Develop troubleshooting scripts/tools (Python, REST, CI/CD) to speed up issue resolution and improve efficiency
- Route supportability input into product release processes and assist with release validation workflows
- Monitor case metrics: time-to-resolution, backlog, escalations; identify trends and efficiency gaps
- Own P1/P2 incident lifecycle: ensure proper escalation, executive communication, and post-mortem reports
Skills
Palo Alto NGFW
Panorama
GlobalProtect
Prisma SD-WAN
Prisma Access
Strata
SASE
Cortex
Packet Capture
Log Analysis
Root Cause Analysis
Troubleshooting
AHEAD
Digital transformation and cloud consulting services
About AHEAD
AHEAD specializes in digital transformation services, focusing on helping medium to large enterprises modernize their IT infrastructure. The company offers a range of services including cloud migration, automation, and infrastructure optimization, primarily using Microsoft Azure. AHEAD's products work by providing tailored consulting and managed services that guide clients through the complexities of digital transformation. What sets AHEAD apart from its competitors is its deep expertise in cloud solutions and a strong client-centric approach, which has been validated by achieving Gold Cloud Platform Competency with Azure. The company's goal is to empower organizations to take control of their digital transformation journeys and achieve sustainable success.
Chicago, IllinoisHeadquarters
2007Year Founded
BUYOUTCompany Stage
Consulting, Enterprise SoftwareIndustries
1,001-5,000Employees