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Senior Technical Support Engineer - SW Firewall

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Palo Alto Networks Italia

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Location:
India , Bengaluru

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

As a Senior Technical Support Engineer, you will be a critical point of contact for our valued customers, addressing complex post-sales technical issues. You will leverage your in-depth analytical skills to troubleshoot and resolve challenging problems, collaborating with cross-functional teams to ensure customer success and product improvement. This role requires you to effectively communicate technical solutions to both technical and non-technical audiences, contributing directly to protecting our customers' digital way of life.

Job Responsibility:

  • Act as a Tier 3 escalation point, handling complex technical issues from customers, partners, and internal support teams
  • Provide advanced troubleshooting, configuration guidance, and best practices for SW Firewall products
  • Manage the entire lifecycle of support cases, ensuring timely resolution, documentation, and customer follow-up
  • Perform in-depth fault isolation and root cause analysis (RCA), preparing detailed reports for customer submission
  • Proactively collaborate with Engineering and Product teams to report bugs, advocate for feature requests, and drive product improvements
  • Develop and publish technical documentation, including knowledge base articles and support bulletins, to empower users and internal teams
  • Lead case swarming sessions and provide technical training to enhance the skills of frontline support teams
  • Proactively manage and resolve high-risk technical escalations to maintain customer satisfaction and trust

Requirements:

  • 5+ years of experience in a customer-facing technical support role
  • Expert-level knowledge of networking technologies including TCP/IP, routing protocols (OSPF, BGP), L2/L3 switching, and IPv4/IPv6
  • Demonstrated expertise with security protocols and technologies such as IPSEC, SSL/TLS, PKI, and authentication protocols (LDAP, RADIUS)
  • Proven ability to independently troubleshoot and debug complex, multi-protocol network environments
  • Excellent written and verbal communication skills in English

Nice to have:

  • Experience with competing firewall products from vendors like Cisco, Checkpoint, or Fortinet
  • Hands-on experience with public cloud platforms (AWS, Azure, GCP) and deploying security solutions within them
  • Familiarity with virtualization hypervisors (VMWare ESXi, KVM) and containerization technologies (Docker, Kubernetes)
  • Experience with Firewall-as-a-Service (FWaaS) or other cloud-native security services

Additional Information:

Job Posted:
April 05, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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