Senior Cloud Network Support Engineer - Palo Alto Firewall

Job Role : Senior Cloud Network Support Engineer (L2+)

Location : Vimanagar, Pune

Shift : Rotational

Mode : 6 days WFO

Job Description :

We are seeking a Senior Cloud Network Support Engineer (NSE) to join our dynamic team.

The Senior Network Support Engineer will play a crucial role in managing and resolving complex networking issues, providing escalation support, and ensuring the highest quality customer experience.

This position involves working closely with cross-functional teams, vendors, and senior leadership to solve challenging technical problems and contribute to the companys mission to deliver exceptional cloud services.

The ideal candidate will be an expert in networking, troubleshooting, and cloud product support. They will collaborate with internal teams, vendors, and customers to drive strategic initiatives, provide hands-on technical support, and implement solutions to address critical networking issues.

Key Responsibilities :

- Act as a Subject Matter Expert (SME) in networking, fleet monitoring, and customer support practices, ensuring smooth and efficient cloud service operations.

- Serve as the escalation point of contact for complex network issues affecting customers, business leaders, IT teams, and Managed Service Providers (MSPs).

- Plan, implement, and oversee assigned project tasks, ensuring they align with defined processes and standards.

- Ensure compliance with change management processes when executing projects and updates.

- Monitor the support queue for new requests, changes, or project tasks, ensuring timely resolution.

- Collaborate cross-functionally with teams such as Network TPM, Engineering, Facilities, and Security to address issues and implement solutions.

- Work closely with vendors on project delivery, ensuring quality and compliance with standards.

- Prepare and share weekly and monthly reports on the progress of initiatives and project statuses.

- Drive technical strategies, troubleshooting methods, and best practices across the team.

- Serve as the Voice of the Customer, providing technical recommendations and solutions based on customer feedback.

- Maintain clear and consistent communication with stakeholders, offering regular updates on key initiatives and issues.

- Follow industry best practices for safety, security, and compliance in both internal systems and customer environments.

- Investigate and resolve customer-reported issues related to networking, applying deep technical expertise in network protocols, configurations, and troubleshooting tools.

- Participate in the on-call rotation to manage and resolve network incidents and outages.

- Stay updated on emerging technologies and new network designs to proactively suggest improvements to the team and the business.

- Troubleshoot complex networking issues, with expertise in operating systems (Linux/Windows), networking protocols (TCP/IP), and Internet fundamentals.

- Handle complex networking protocols, such as DNS, routing, switching, firewalls, LAN/WAN, and others.

Basic Qualifications :

- Bachelor degree in Computer Science, Engineering, or a related field, or equivalent work experience.

- Advanced knowledge of networking, including experience with enterprise-level deployments (routing, switching, etc.).

- Proven ability to solve complex technical problems with a strong customer-focused approach.

- Excellent communication skills, with the ability to clearly convey complex technical information to internal and external stakeholders.

- Detail-oriented and strategic thinker with the ability to manage multiple tasks simultaneously.

- Strong documentation skills, including the ability to write clear and concise knowledge base articles and technical documentation.

- Proven ability to work independently and thrive in a fast-paced, startup environment.

- Hands-on experience writing scripts for task automation to increase efficiency and streamline support processes.

- Proficiency in configuring and managing virtual server environments.

- Knowledge and experience with devices and solutions from Cisco, Juniper, Fortinet, SonicWALL, Checkpoint, Palo Alto, etc.

- Familiarity with managing end-to-end application stacks from the operating system layer through custom applications.

- Experience configuring software-based load balancing solutions.

- Hands-on experience with monitoring, tracing, and alerting tools such as CloudWatch, Grafana, Datadog, Prometheus, etc.

- Strong understanding of security best practices and network security protocols.

- Familiarity with domain transfers, DNS records, and DNS security.

- Extensive experience with networking troubleshooting tools (traceroute, mtr, ping, iperf, dig, nslookup, cURL, tcpdump, Wireshark, etc.).

- Experience in IT service monitoring and troubleshooting.

Preferred Qualifications :

- Proven ability to take ownership and deliver results in a fast-paced environment.

- Exceptional time management and prioritization skills, with the ability to meet multiple deadlines effectively.

- Strong vendor, client, or customer-facing experience, with excellent verbal and written communication skills.

- Experience supporting enterprise software applications.

- Familiarity with UNIX command-line and network storage troubleshooting.

- Experience with system configuration, patching, and upgrades.

- In-depth understanding of network topology and its impact on distributed system performance.

Skills

Network Security, AWS, Azure, Google Cloud Platform, Oracle Integration Cloud, Palo Alto Firewall, Fortigate Firewall, Unix, Linux, Network Support, Cloud Services