Technical Support Engineer

Overview

Technical Support Engineer responsible for prompt resolution of global customer and partner service requests in a secure environment, ensuring professional customer interactions across the service lifecycle.

What you'll do

• Manage resolution of customer and partner service requests.
• Support users via phone, email, and WebEx for the Qualys Cloud Agent with Qualys Services.
• Act as main point of contact for technical issues.
• Work with Development and QA teams to facilitate technical resolution.
• Address customer needs across all stages of the customer service lifecycle.
• Maintain customer satisfaction through teamwork and customer relationship building.

What you'll need

• Have 1-2 years of experience in a technical support role.
• Have strong hands-on networking knowledge.
• Demonstrate strong Windows foundation and/or solid Linux/Unix experience in an enterprise environment.
• Apply in-depth TCP/IP understanding and knowledge of LAN/WAN infrastructures.
• Use common OS services such as IIS, BIND, Apache, AD, WINS, Samba, and SSH.
• Know firewall, Intrusion Detection System technologies, and network vulnerability scanners.

Nice to have

• Preference for CISSP/CEH or equivalent security certifications.
• Preferred knowledge of AWS, Azure, and GCP user management.
• Experience with packet capture review and diagnosis.
• Previous API support and regex knowledge.
• Scripting experience (Bash, Python).
• Knowledge of customer support and development tools such as Salesforce and Jira.
• Willingness to work in 24/7 rotational shifts.

Details

• Location: Pune.