Senior Support Engineer

Overview

Serve as the primary L3 escalation point for complex customer issues involving Palo Alto Networks products. Own critical cases, lead technical resolution, and collaborate with Engineering and Product teams.

What you'll do

• Handle issues escalated from L1 and L2 support engineers.
• Drive critical customer cases through to resolution.
• Manage P1 and P2 incidents and maintain customer communication.
• Lead technical bridges and escalation calls.
• Provide technical guidance and mentoring to L1 and L2 teams.
• Perform root cause analysis and identify product defects.
• Reproduce customer issues in lab environments when necessary.

What you'll need

• Bachelor's degree in Computer Science, Information Technology, Telecommunications, or a related field.
• Experience with Palo Alto Networks NGFW, Panorama, GlobalProtect, WildFire, Threat Prevention, URL Filtering, and DNS Security.
• Experience with SD-WAN; Prisma Access is preferred.
• Ability to analyze packet captures, system logs, debug files, and crash dumps.
• Advanced troubleshooting skills in routing, switching, VPNs, and security policies.
• Experience in customer-facing technical support environments.

Nice to have

• Experience with Prisma Access.

Details

• Location: Bangalore.