Technical Troubleshooting & Escalation 

* 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. 

 Technical Leadership & Knowledge Management 

* 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. 

Cross-Functional Collaboration 

* 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. 

Automation & Tooling 

* 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. 

Metrics, Process, & Incident Management 

* 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.