Support Services 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 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 24×7 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 escalate unresolved issues to appropriate teams or Palo Alto TAC when required.
• Participate in shift-based (24×7) support operations as needed to ensure continuous service availability and customer support.
  

QUALIFICATIONS AND EXPERIENCE | About you

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? | 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.