Network Engineer
Bangalore Urban, Karnataka, India
● Responsible for providing tier-2 technical support for Palo Alto Firewalls over the phone and email.● Assisted customers in configuring and troubleshooting the following products.PA-VM series, PA-220, PA-800, PA-3000, PA-5000, PA-3200 and PA-5200 series and Panorama series.● Troubleshooting issues related to VPN (site-to-site, Remote access), SSL decryption, High Availability, User-Id, Application-based control, NAT and Routing etc, identifying the defective product and initiating RMA.● Setting up the test environment for the replication of customer-reported issues and providing the documentation on these setups.● Troubleshoot to find out the cause of High data plane/management plane CPU and memory issues.● Troubleshooting of IPsec phase 1 and phase 2 related issues. Strong knowledge of reading the logs, caps sessions, and global counters for mitigating the issues.● Liaising with Tier 3 to work on complex issues and escalate with detailed analysis of Tier 3/Engineering needs to be involved.● Providing RCA for hardware/software issues. Reproduction of customer network issues in the lab.● Assisting peers with upcoming features/technologies and making sure to avoid any hiccups in product and process-related queries.● Evaluates the case progress and take responsibility for an escalation received from the customer's end and drive it till the further end of resolution.