Senior Support Engineer
EXCLUSIVE NETWORKS · Bengaluru · onsite · Posted 21d ago
Undisclosed1–4 yrsfulltimeSourced from
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About this role
Job Summary
Duties and Responsibilities
Qualifications and Experience
Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.
We are seeking an experienced Senior Support Engineer to serve as the primary L3 escalation point for complex technical issues related to Palo Alto Networks products. The role involves handling critical customer escalations from L1 and L2 support teams, driving issue resolution, performing in-depth root cause analysis, and collaborating with Engineering and Product teams to resolve product-related issues.
The ideal candidate will possess extensive experience in Palo Alto Networks technologies, advanced networking concepts, and customer-facing technical support environments.
Duties and Responsibilities
As the Senior Support Engineer, you will:
- Act as the highest technical escalation point for issues escalated from L1 and L2 support engineers.
- Own and drive critical customer cases through to resolution.
- Manage high-severity (P1/P2) incidents and ensure timely customer communication.
- Lead technical bridges and escalation calls with customers and internal stakeholders.
- Provide technical guidance and mentoring to L1 and L2 support teams.
Qualifications and Experience
The ideal Senior Support Engineer :
- Bachelors degree in Computer Science, Information Technology, Telecommunications, or related field.
- Troubleshoot complex issues involving: Palo Alto Next-Generation Firewalls (NGFW) , Panorama , GlobalProtect , WildFire , Threat Prevention, URL Filtering , DNS Security, SD-WAN ,Prisma Access (preferred)
- Analyze packet captures, system logs, debug files, and crash dumps.
- Identify product defects and engage Engineering teams when required.
- Perform advanced network troubleshooting involving routing, switching, VPNs, and security policies.
- Reproduce customer issues in lab environments when necessary.
Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.
Sourced from naukri
Skills
WANIssue ResolutionTechnical SupportDNSHP data protectorDiversity and InclusionComputer NetworksComputer ScienceInformation TechnologyRecruitment
About EXCLUSIVE NETWORKS
EXCLUSIVE NETWORKS
Financial Services
Boulogne-Billancourt
BE
₹9.1L PA avg
Avg at EXCLUSIVE NETWORKS
About
Exclusive Networks is a global cybersecurity specialist supporting digital infrastructure, dedicated to creating trusted digital environments for businesses worldwide.
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