Support Services Engineer

Overview

Provide L1/L2 support for Palo Alto security solutions, troubleshoot network and security issues, analyze logs and packet captures, and resolve incidents within SLA commitments. The role supports customers and collaborates with Engineering and TAC teams on complex issues.

What you'll do

• Provide L1/L2 support for Palo Alto Networks PA-Series and VM-Series firewalls, including firewall monitoring, security policy management, VPN troubleshooting, software upgrades, backups, and restores.
• Monitor, analyze, and troubleshoot network security issues using Traffic, Threat, System, and URL logs.
• Take end-to-end ownership of customer incidents through research, diagnosis, troubleshooting, root cause analysis, and timely resolution while adhering to defined SLAs.
• Manage incident tickets, document issues accurately, maintain knowledge base articles, prepare operational reports, and record and close cases properly.
• Collaborate with internal teams and customers, provide prompt updates, and escalate unresolved issues to appropriate teams or Palo Alto TAC when required.
• Participate in shift-based 24×7 support operations as needed to ensure continuous service availability and customer support.

What you'll need

• B.Sc., B.Tech, BCA, or Bachelor's degree in Computer Science, Information Technology, Telecommunications, or a related field.
• 1-2 years of experience in enterprise technical support, IT support, or network/security engineering roles.
• Strong troubleshooting and analytical skills.
• Hands-on expertise in Palo Alto technologies including NGFW, Panorama, GlobalProtect, WildFire, Threat Prevention, URL Filtering, DNS Security, SD-WAN, and Prisma Access.
• Experience diagnosing complex issues through analysis of packet captures, system logs, debug files, and crash dumps.
• Advanced troubleshooting of routing, switching, VPNs, and security policies.
• Ability to identify product defects, reproduce customer issues in lab environments, and collaborate with Engineering teams for problem resolution.
• Excellent client-facing, written, and verbal communication skills.
• Ability to provide technical support, manage customer interactions, and work effectively with cross-functional teams.

Nice to have

• Prisma Access expertise.

Details

• Location: Bangalore.
• Participation in a 24×7 shift-based support environment may be required.