Senior Support Engineer

EXCLUSIVE NETWORKS | 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 | About the role

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.

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 | About you

The ideal Senior Support Engineer :

• Bachelor's 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.
  

WHO ARE EXCLUSIVE NETWORKS? | Why work for us

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. Visit our website www.exclusive-networks.com.

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.

We care about your data: please click here to read our Recruitment Data Protection Policy prior to applying, and therefore sharing your data with us.

If you think the open position you see is right for you, we encourage you to apply!
Our people make all the difference in our success.