L2 TAC Support Engineer(Looking for Early Joiners)

Role Description

• 4-6 Years of experience in providing L2 TAC support via phone, email, and case portal, ensuring timely resolution within defined SLAs and proper escalation of critical issues.
• Provide support for firewall devices, including setup, upgrades, policy configuration, and troubleshooting.
• Assist with configuration of NAT, VPNs (IPSec / SSL), firewall rules, routing, and proxy policies.
• Analyse traffic logs, system health alerts, and security events using diagnostic tools.
• Guide users on best practices for perimeter defence, intrusion prevention, and remote access.
• Work with customers to resolve device performance, failover, and HA setup issues.
• Contribute internal knowledge base articles and suggest improvements to existing documentation.
• Collaborate with L3 engineering, QA, and product teams for unresolved issues and product-level bugs.
• Participate in on-call rotations and support coverage for high-priority or after-hours incidents as needed.

Technical Skills

Nice-to-have skills