IT Production Support Engineer(Contractor)

Palo Alto Networks; Bengaluru; On-site; INR 1,000,000 - 1,500,000; Full time

Job summary

A leading cybersecurity firm is looking for an IT Production Support Engineer (Contractor) for their Bengaluru location. The role involves diagnosing complex technical issues, mentoring support engineers, and serving as the primary contact for escalated customer queries. Candidates should have a bachelor’s degree in Computer Science or Information Technology, along with 8+ years of experience in L2 support for business functions. This position emphasizes strong problem-solving and communication skills and offers a contract employment opportunity.

Qualifications

• 8+ years of experience in L2 supporting Order to Cash business function.
• Exceptional communication and interpersonal skills for customer interaction.
• Experience in leading and mentoring technical support teams.

Responsibilities

• Diagnose complex technical issues and troubleshoot across systems.
• Act as primary contact for escalated customer issues.
• Create and update knowledge base articles for efficient problem resolution.

Skills

Problem-solving skills

Customer communication

Analytical skills

Mentoring ability

Education

Bachelor’s degree in Computer Science

Bachelor’s degree in Information Technology

Tools

Ticketing systems

Knowledge base tools

Salesforce

SAP

Java

Job description

IT Production Support Engineer (Contractor)

This role is a contract assignment at Palo Alto Networks. Contractors will not be employed by Palo Alto Networks but through our trusted staffing partners.

• Duration: 6 Months
• Job Title: IT Production Support Engineer (Contractor)

Job Description

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• Deep understanding of the product/application functionality, architecture, and technical components to diagnose complex issues.
• Ability to troubleshoot intricate technical problems across various systems and platforms.
• Proficient in utilizing debugging tools and techniques to identify root causes.
• Leading and mentoring a team of L2 support engineers, assigning tasks, and ensuring efficient ticket management.
• Coaching and developing technical skills of team members through knowledge sharing and training sessions.

Customer Interaction

• Act as the primary point of contact for escalated customer issues, providing timely and accurate solutions.
• Communicate effectively with customers to understand their needs and manage expectations.
• Proactively identify potential customer concerns and take preventive measures.
• Manage critical incidents, coordinating with cross‑functional teams to quickly resolve high‑priority issues.
• Perform root cause analysis to prevent recurring problems and implement corrective actions.
• Maintain accurate documentation of incidents and resolutions in the ticketing system.

Knowledge Base Development

• Create and update comprehensive knowledge base articles to facilitate efficient problem resolution by the team.
• Share best practices and technical knowledge within the support team.

Process Improvement

• Identify opportunities to streamline support processes, optimize workflows, and improve overall efficiency.
• Contribute to the development of new support tools and procedures.

Technical Skills

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Must have 8+ years of experience in L2 function supporting Order to Cash business function.
• Excellent problem‑solving and analytical skills.
• Exceptional communication and interpersonal skills to effectively interact with customers and technical teams.
• Ability to work under pressure and manage multiple priorities effectively.
• Experience in leading and mentoring technical support teams.
• Proficiency in ticketing systems and knowledge base tools.
• Maintain agreed SLA’s, MTTA and MTTR. cidad>
• Required to work in the shift model to provide global and on‑call support.

Education

Bachelor’s degree in Computer Science, Information Technology, or a related field.

Certifications & Domain Knowledge

Salesforce, SAP, Java

Company Information

At Palo Alto Networks®, everything starts and ends with our mission: Being the cybersecurity partner of choice, protecting our digital way of life.

We have the vision of a world where each day is safer and more secure than the one before. These aren’t easy goals to accomplish — but we’re not here for easy. We’re here for better. We are a company built on the foundation of challenging and disrupting the way things are done, and we’re looking for innovators who are as committed to shaping the future of cybersecurity as we are.

Seniority Level

Mid‑Senior level

Employment Type

Contract

Job Function

Engineering and Quality Assurance

Industries

Computer and Network Security and Software Development