Overview
Senior Technical Support Engineer for SASE to handle complex post-sales technical escalations and guide customers and partners through security and network issue resolution.
What you'll do
- Provide Tier 3 technical support for escalations from frontline and Tier 2 teams.
- Deliver expert guidance on configurations, troubleshooting, and best practices.
- Manage end-to-end support case lifecycle to record, track, and resolve issues in time.
- Perform fault isolation and root cause analysis, producing detailed RCA documents.
- Collaborate with engineering and product teams to file bugs and advocate feature requests.
- Develop and publish technical documentation (Support Bulletins and knowledge base articles).
- Lead case swarming and provide technical training to frontline support teams.
What you'll need
- Minimum 5 years of experience in a customer-facing technical support role.
- Expert-level knowledge of Remote Access VPN solutions, IPSEC, PKI & SSL, TCP/IP, and authentication protocols (LDAP, RADIUS).
- Demonstrated experience with Firewall Central Management Systems and multi-factor authentication security systems.
- Working knowledge of IDS/IPS and next-generation firewalls.
- Proven ability to independently debug complex networks with mixed media and protocols.
- Hands-on experience with Windows, Linux, and macOS is preferred.
Details
- Location: Office in Bangalore (Bagmane Tech Park), India.
- Work model: most teams work from the office full time.
Read the full description and apply on the company’s own careers page.
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