Lead Technical Support Engineer

Overview

Lead/Senior Technical Support Engineer for Security Applications, responsible for promptly resolving global customer and partner service requests.

What you'll do

• Resolve global customer and partner service requests in a secure environment.
• Collaborate with cross-functional teams to maintain high customer satisfaction.
• Provide product support via phone, email, and MS Teams for SaaS platform product modules.
• Serve as the main point of contact for technical issues and coordinate with Development and QA.
• Maintain friendly and professional customer interactions throughout the service lifecycle.
• Contribute technical solutions while delivering support in a challenging environment.

What you'll need

• 5+ years of technical support experience.
• Experience supporting Vulnerability Management and Web Application Security/Firewall applications.
• In-depth TCP/IP understanding and LAN/WAN infrastructure knowledge.
• Strong Windows and/or solid Linux/Unix experience in an enterprise environment.
• Familiarity with OS services such as IIS, BIND, Apache, AD, WINS, Samba, and SSH.
• Excellent troubleshooting and analytical skills plus written and verbal communication.

Nice to have

• Experience with Kubernetes, containers, cloud services, packet capture review, and diagnosis.
• Previous API support and regex knowledge.
• Scripting experience (Bash, Python).
• Certifications such as CCNA, MCSE, CISSP, CompTIA Security+, or CEH (highly desirable).
• Experience with customer support and development tools (Salesforce, Jira, etc.).

Details

• Location: Pune.
• Willingness to work in 24/7 rotational shifts.