Designated Support Engineer II

Overview

Designated Support Engineer II providing advanced technical support for complex, critical security/network issues in the TAC.

What you'll do

• Provide second-line phone/email consultation to debug complex security/network problems.
• Interface with Engineering and assist customers with testing and troubleshooting.
• Reproduce customer issues to validate problems and feed results to Engineering and Operations.
• Document incident resolutions in the technical support online database when not in the knowledge base.
• Understand product direction and customer use cases and contribute input on product/code changes.

What you'll need

• 2+ years of support and networking experience, including general firewalls and packet filtering troubleshooting.
• Strong understanding of common network and application protocols and behaviors.
• Experience configuring and troubleshooting GRE and IPSec, plus understanding PAC files.
• Proficiency in network troubleshooting using Wireshark, trace route, MTR, or similar tools.
• Deep experience in Authentication (SAML, Kerberos) and application-layer understanding (HTTP methods, Fiddler, IPv4/IPv6, routing, DNS).

Details

• Location based in Bangalore (also mentions Mohali for the role) in a hybrid capacity.
• Reports to the Manager, Global Focal Support within the Support department.