Firewall Engineer (Palo Alto)

Roles & Responsibilities

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Provide technical support to customers via phone, email, and ticketing system regarding Palo Alto Networks security products

Troubleshoot and resolve customer issues related to firewall policies, network connectivity, VPN configurations, threat prevention, and security features

Collaborate with customers, cross-functional teams, and vendors to diagnose and resolve complex technical issues

Perform system configurations and assist customers with initial product installations, upgrades, and migrations

Monitor and analyze system logs and events to identify and respond to security threats and performance issues

Document customer interactions, troubleshooting steps, and solutions in a knowledge base

Stay up-to-date with latest trends and advancements in network security technologies and industry best practices

Ideal Candidate

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Strong Firewall / Network Security Support Profile with Palo Alto exposure

Mandatory (Experience 1): Must have around 2 years of experience in network security, with hands-on firewall support (Palo Alto preferred), and knowledge of network security concepts and protocols (TCP/IP, VPN, SSL/TLS, IDS/IPS, next-generation firewalls).

Mandatory (Experience 2): Must be able to perform system configurations and assist with installations, upgrades, and migrations, and monitor/analyse system logs and events to respond to security threats and performance issues.

Mandatory (Tech skill): Must be able to troubleshoot firewall policies, network connectivity, VPN configurations, and threat-prevention issues, with a basic understanding of network infrastructure (routers, switches, load balancers).

Mandatory (Skill): Must have strong analytical and problem-solving skills, provide support via phone/email/ticketing, document interactions and solutions in a knowledge base, and collaborate with customers, cross-functional teams, and vendors.

Mandatory (Domain): Banking-industry experience preferred; strong candidates with the same technical experience from another industry are acceptable.

Mandatory (Note): Must be comfortable with a 24/7 rotational shift environment and on-call support at the client site (IDFC Bank, Airoli, Navi Mumbai)

Mandatory (Communication): Must have excellent verbal and written communication, able to explain technical concepts clearly.

Preferred (Product / Education): Familiarity with Palo Alto Networks products (PAN-OS, GlobalProtect, WildFire); Bachelor's degree in Computer Science, IT, or a related field.