About the Job :

We are looking for an experienced L2 Technical Support Engineer to provide dedicated onsite operational and security support for a client's Palo Alto Prisma Access environment, handling day to day monitoring, troubleshooting, security policy management, incident resolution, and coordination with Palo Alto OEM teams to ensure stable, secure, and compliant service delivery.

Key Responsibilities :

- Monitor device uptime, utilization, and Prisma Access logs to ensure service stability.

- Identify, troubleshoot, and resolve incidents related to configuration, connectivity, and security services.

- Raise, track, and manage support cases with Palo Alto OEM for product related issues and escalations.

- Create, update, and manage security policies and firewall rules as per best practices.

- Configure URL Filtering, DNS Security, Threat Prevention, Antivirus, Antispyware, and WildFire profiles.

- Configure security policies for internet access and internal application access.

- Manage policy exceptions and implement changes based on customer requirements.

- Configure SEB user policies, browser security settings, and SaaS Inline rules.

- Perform configuration and modification of Prisma Access service connections.

- Conduct proper testing and validation before implementing any configuration changes.

- Perform quarterly risk assessments and follow up on remediation closure.

- Create and manage incident, problem, change, and service requests within defined SLAs.

- Prepare and submit monthly operational performance and uptime reports including security and compliance status.

- Participate in monthly and ad hoc service review meetings with stakeholders.

- Share preventive maintenance and upgrade schedules with client teams.

- Support P1 and P2 incidents remotely or onsite, including critical issue support when required.

- Collaborate with senior resources for advanced troubleshooting and resolution.

Skills Required :

- Hands-on experience with Palo Alto Prisma Access and firewall policy management.

- Strong understanding of SWG, Remote VPN, SEB, SaaS Inline Security, and Firewall as a Service.

- Expertise in troubleshooting configuration, connectivity, and security related issues.

- Strong knowledge of security profiles including URL Filtering, DNS Security, Threat Prevention, Antivirus, Antispyware, and WildFire.

- Experience with log analysis and security event monitoring.

- Familiarity with incident, change, and service management processes.

- Strong ownership, accountability, and operational discipline.

- Good communication and client handling skills.

- Ability to coordinate with OEM teams for escalations and follow ups.

- Structured approach to documentation and reporting.

Qualifications :

- Bachelor's degree in Computer Science, Information Technology, or a related discipline.

- 3 to 6 years of experience in L2 level network or security operations.

- Prior hands-on experience with Palo Alto products is highly desirable.

- Experience working in managed services or client facing environments is an advantage.