Senior Technical Support Engineer - Platinum Support

Overview

Senior Technical Support Engineer for the Platinum Support team, providing advanced post-sales technical solutions to high-value customers.

What you'll do

• Provide advanced post-sales technical support (configuration and troubleshooting) via phone, email, and web.
• Meet or exceed enhanced response time SLAs for mission-critical systems.
• Own customer support cases from initial report through final resolution with timely follow-ups and documentation.
• Perform fault isolation and root cause analysis for complex customer issues.
• Reproduce issues and collaborate with Engineering and ETAC to qualify and resolve critical product bugs.
• Conduct multi-vendor troubleshooting in integrated network and security environments.
• Publish Technical Support Bulletins and other documentation to the company knowledge base.

What you'll need

• Bachelor’s degree in a technical field or equivalent practical experience.
• 5+ years of experience in a technical support or network engineering role.
• Expert-level TCP/IP knowledge and extensive routing/switching experience (OSPF, BGP).
• In-depth network security experience including IPsec, SSL-VPN, NAT, and GRE.
• Proven ability to independently debug complex networks with mixed media and protocols.
• Flexibility to work required shift hours, including afternoons, evenings, and weekends.

Details

• Work model: Most teams work from the office full time, with flexibility when needed.
• Location: Office - India - Bangalore Bagmane Tech Park.
• Immigration sponsorship: Not eligible (no visa sponsorship for this position stated).