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Technical Support Engineer

5 months ago

Bengaluru, India SecPod Full time


SecPod is a cyber security technology company. We prevent cyberattacks. We do everything to prevent attacks on the computing environment. Our product helps implement cyber hygiene measures, so attackers have a tough time piercing through. Our SanerNow Cyber Hygiene Platform provides continuous visibility to the computing environment, identifies vulnerabilities and misconfigurations, mitigates loopholes to eliminate attack surface, and helps automate these routines. Our product philosophy is offering simplicity and automation to make the job of security administrators slightly better.

Experience

2-5 years of experience in Technical Support roles in Cyber Security or Enterprise Security software products or any software product.

Qualification

BE/MCA

Your Role:

Join our Technical Support Team at SecPod and be a vital connection between our products and customers. Face real-world technical challenges by offering excellent support for Continuous Vulnerability and Exposure Management (CVEM) products. You will have the opportunity to support our customers and learn cutting-edge technologies in the dynamic cybersecurity space. Your expertise will shine in understanding diverse customer environments and solving complex issues. From helping prevent cyberattacks to assisting with log analysis and vulnerability checks, you'll be instrumental in reducing cyber risks and closing the gap in Cyber Exposure. Apart from the requisite technical skills, the ability to communicate with customers through good written and verbal skills is a must. Be part of our team delivering exceptional support that truly matters.

Your Opportunity:

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Provide 24x7 Customer Support through a shift format.

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Ensure strict adherence to the SLA and various support parameters.

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Thoroughly analyze and respond to customer technical inquiries to ensure prompt and effective resolution.

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Take ownership of customer issues, including initial troubleshooting, identification of root cause and issue resolution within a reasonable time.

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Assess vulnerability scan results, system audits, and log events to identify and address potential security issues.

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Replicate issues reported by the customer in a controlled lab environment to facilitate troubleshooting and resolution.

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Collaborate closely with various teams at SecPod, such as Development, Security Intelligence, Operations, and Sales, fostering strong relationships.

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Facilitate the flow of customer feedback to relevant departments, including Product Management and Research & Development, to drive product improvement.

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Perform UAT before the scheduled release of a new version or product before release to the customer environment.

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Track the Bugs and FRs till their resolution.

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Perform AWS monitoring and manage Cloud infrastructure

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Create and publish solution knowledge/KB Articles for re-use by customers and Support Team.

What You'll Need:

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2-5 years of experience in customer support, technical support, system administration, or related customer-facing roles, particularly for large enterprise clients.

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Comprehensive understanding of cross-platform operating systems including Linux, Mac OS X, and Windows.

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Skilled in troubleshooting network issues, discussing network design, and administering Linux OS and Windows Server.

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Proficiency in ticketing systems such as JIRA, Zendesk, or Salesforce.

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Genuine passion for resolving customer issues and ensuring success in a fast-paced, highly technical environment.

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Excellent relationship management, customer service, and communication skills across various channels.

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Solid understanding of networking, Linux/Windows administration, and proficiency in log analysis, root cause analysis (RCA), and scripting languages like Bash or Python.

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Understanding of virtualization technologies including VMWare, Hyper-V, Amazon AWS, Microsoft Azure, etc. database technologies like MySQL, MongoDB, etc.

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Strong analytical and technical skills with the capability to handle multiple priorities simultaneously in a dynamic environment.

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Bachelor's degree in a technical field or equivalent experience is preferred.

Bonus if you have

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Familiarity and experience with patch management, vulnerability management, or cybersecurity tools, whether in a professional or academic context.

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Exposure to industry security standards such as DISA, HIPAA, CIS, ISO 27001, etc.