Support Services Engineer

Exclusive Networks; Bangalore Rural; On-site; INR 450,000 - 650,000; Full time

Job summary

Exclusive Networks is seeking an experienced Support Services Engineer to provide L1/L2 support for Palo Alto networks, including NGFW, Panorama, and GlobalProtect. You will troubleshoot network and security issues, analyze logs, and ensure incident resolution within SLA commitments.

You will own incidents end-to-end, document investigations, and collaborate with Engineering and TAC teams. The role may require 24x7 shift-based support and involves working with cross-functional teams to deliver

Qualifications

• Bachelor-level degree in CS/IT/related field or equivalent.
• 1–2 years in enterprise IT, network/security support roles.
• Hands-on Palo Alto tech including NGFW, Panorama, GlobalProtect.
• Strong troubleshooting and analytical skills required.

Responsibilities

• Provide L1/L2 support for Palo Alto firewalls and related tools.
• Monitor, analyze, and troubleshoot security network issues and logs.
• Own incidents end-to-end with RCA and SLA compliance.
• Document issues, update KB, and generate operational reports.
• Collaborate with Engineering and Palo Alto TAC when needed.
• Participate in 24x7 shift-based support as required.

Skills

Palo Alto tech

Network troubleshooting

Customer communication

Incident management

Education

B.Sc./B.Tech./BCA

Tools

Palo Alto NGFW

Panorama

GlobalProtect

Job description

Introduction

Exclusive Networks is the global cybersecurity go-to-market specialist that provides partners and end-customers with a wide range of services and product portfolios. With offices in over 45 countries and the ability to serve customers in over 170 countries, we combine deep local expertise with the scale and delivery of a single global organization.

Our best-in-class vendor portfolio is carefully curated with all leading industry players. Our services range from managed security to specialist technical accreditation and training and capitalize on rapidly evolving technologies and changing business models. For more information visit www.exclusive-networks.com.

At Exclusive Networks, we are passionate about making a difference. That means delivering the best to our ecosystem, shaping a prosperous and trusted digital world, and helping our people to realize their full potential.

DUTIES AND RESPONSIBILITIES

We are seeking an experienced Support Services Engineer. This role involves providing L1/L2 support for Palo Alto security solutions, including NGFW, Panorama, and GlobalProtect. The engineer will troubleshoot network and security issues, analyze logs and packet captures, and ensure timely incident resolution within SLA commitments. The role requires strong knowledge of routing, switching, VPNs, and security policies, along with collaboration with Engineering and TAC teams for complex issues. The candidate will also maintain technical documentation, prepare RCA reports, and deliver excellent customer support. Participation in a 24x7 shift-based support environment may be required.

As The Support Services Engineer, You Will

• Provide L1/L2 support for Palo Alto Networks firewalls (PA-Series, VM-Series), 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 to ensure optimal firewall performance and security.
• Take end-to-end ownership of customer incidents, performing research, diagnosis, troubleshooting, root cause analysis (RCA), and timely resolution while adhering to defined SLAs.
• Manage incident tickets, ensure accurate issue documentation, maintain knowledge base articles, prepare operational reports, and ensure proper recording and closure of all cases.
• Collaborate with internal teams and customers, provide prompt updates, and elevate unresolved issues to appropriate teams or Palo Alto TAC when required.
• Participate in shift-based (24x7) support operations as needed to ensure continuous service availability and customer support.

QUALIFICATIONS AND EXPERIENCE

The Ideal Support Services Engineer

• 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 with 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 (preferred).
• Experience in diagnosing complex issues through analysis of packet captures, system logs, debug files, and crash dumps, along with 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 with the ability to provide technical support, manage customer interactions, and work effectively with cross-functional teams.

WHO ARE EXCLUSIVE NETWORKS?

We are people focused and strongly believe that talent empowers us to continue our dynasty of disruption and growth in the future. Our Mission is to drive the transition to a totally trusted digital world for all people and organizations.

We are proud to be an Equal Opportunity Employer. We are committed to the recruitment and hiring of individuals from diverse backgrounds and experiences, as we believe this strengthens our ability to develop superior solutions, make informed decisions, and better serve our valued customers. We do not discriminate against individuals on the basis of race, religion, color, national origin, gender, sexual orientation, disability status, or any similar characteristic. Employment decisions are made solely on the basis of qualifications, merit, and business need. Please click here to review our Diversity and Inclusion Policy for further information.

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