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. The role focuses on resolving complex, mission-critical issues and coordinating with engineering teams for bug qualification and resolution.

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 follow-ups and documentation.
• Use fault isolation and root cause analysis to diagnose and resolve complex technical challenges.
• Reproduce customer issues and collaborate with Engineering and ETAC to qualify and resolve critical product bugs.
• Perform multi-vendor troubleshooting in integrated network and security environments.
• Author and publish Technical Support Bulletins and 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 technical support or network engineering.
• Expert-level knowledge of TCP/IP and experience with routing and switching protocols (e.g., OSPF, BGP).
• In-depth experience with network security technologies including IPsec, SSL-VPN, NAT, and GRE.
• Proven ability to independently debug broad and complex networks with mixed media and protocols.
• Flexibility to work required shift hours, including afternoons, evenings, and weekends.

Details

• Location: Office in Bangalore (Bagmane Tech Park), India.
• Work model: Most teams work from the office full time, with flexibility when needed.