Palo Alto L1 Support Engineer

Company Overview

Company Overview information is not specified.

Job Summary

As an L1 Support Engineer specializing in Palo Alto Networks, you will be responsible for providing first-level technical support and assistance to customers using Palo Alto’s security solutions. This role involves troubleshooting, system configuration, and ensuring smooth operations of Palo Alto products. It is an entry-level position, ideal for individuals with foundational knowledge of network security and a strong willingness to learn and grow in cybersecurity.

Responsibilities

• Provide technical support to customers via phone, email, and ticketing systems for Palo Alto Networks’ security products (firewalls, virtualized firewalls, and security appliances).
• Troubleshoot and resolve issues related to:
  • Firewall policies and rule configurations
  • Network connectivity and routing
  • VPN configurations (IPSec/SSL)
  • Threat prevention and other security features
• Collaborate with customers, internal teams, and vendors to diagnose and resolve technical issues promptly.
• Assist in system configurations, including product installations, upgrades, and migrations.
• Monitor and analyze system logs/events to identify security threats or performance issues.
• Maintain accurate documentation of customer interactions, troubleshooting steps, and solutions in the knowledge base.
• Stay updated with the latest developments in network security technologies, Palo Alto products, and industry best practices.

Qualifications

• Education: Bachelor’s degree in Computer Science, Information Technology, or a related field (preferred).
• Technical Skills:
  • Knowledge of network security concepts, protocols, and technologies, including TCP/IP, VPN, SSL/TLS, IDS/IPS, and Next-Generation Firewalls (NGFW).
  • Familiarity with Palo Alto Networks’ technologies such as PAN-OS, GlobalProtect, and WildFire (preferred but not mandatory for entry-level).
  • Basic understanding of network infrastructure: routers, switches, and load balancers.
• Soft Skills:
  • Strong analytical and problem-solving skills to resolve customer issues effectively.
  • Excellent communication skills (verbal & written) with the ability to explain technical details clearly to customers.
  • Team-oriented mindset with the ability to collaborate across cross-functional teams.
  • Willingness to work in rotational shifts and provide on-call support when required.

Preferred Skills

• Familiarity with Palo Alto Networks’ technologies (preferred but not mandatory for entry-level).

Experience

• 1–2 years of experience in a technical support role, preferably in network security.

Environment

• This position will be located in Chennai. The role is full-time and may require working in rotational shifts.

Salary

Salary information is not specified.

Growth Opportunities

Growth opportunities information is not specified.

Benefits

Benefits information is not specified.