Senior Technical Support Engineer- SASE

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.