Critical Start

About the job

Who We Are

At Critical Start, were on a mission to make everyone a valued member of a winning team, united by an inspiring purpose: shaping the future of cybersecurity.

Since 2012, weve been dedicated to safeguarding organizations from cyberattacks, preparing for evolving threats, and earning recognition for our innovative contributions to the industry.

We thrive in an agile, collaborative environment that fosters creativity and action.

At Critical Start, innovation drives everything we do.

We pioneered the first MOBILESOC app for on-the-go threat detection and response, automated alert resolutions to maximize efficiency, and cut alert investigation time by 99.3% - transforming the way cybersecurity teams work.

Our team and customers genuinely value the impact we make every day.

Want to hear more from our team? Watch this video to gain insights into life at Critical Start or check out our Glassdoor reviews for an inside look.

Who You Are :

We are seeking a Software Support Engineer to join the Critical Start Technologies Private Ltd. team, operating under the Critical Start umbrella, for our India operations.

The ideal candidate is a collaborative team member who thrives in team-oriented environments, actively engaging with software engineers, product support engineers, security engineers, customer relationship managers, and other stakeholders to contribute to shared goals and exchange insights.

This individual is adaptable and resourceful, able to navigate complex and evolving software environments with confidence, respond effectively to new challenges, and develop creative solutions to unforeseen issues.

They are customer-focused, recognizing the importance of delivering high-quality software and enhancing the user experience, while also remaining attentive to feedback from both users and team members.

Additionally, they are organized and efficient, demonstrating the ability to manage tasks effectively, prioritize work based on urgency and impact, and handle multiple issues and projects simultaneously to ensure timely resolution and delivery.

We welcome individuals from all backgrounds and are committed to fostering an inclusive, respectful, and supportive workplace.

What You Will Be Doing ?

Monitoring and Issue Management :

- Track Issues: Regularly review and monitor issues in our tracking systems for new bugs and tasks and system alerts.

- Prioritize: Assess and prioritize incoming issues based on impact and urgency, ensuring critical problems and task requests are addressed promptly.

Troubleshooting and Debugging :

- Diagnose Problems: Investigate and diagnose software defects by analyzing logs, reproducing issues, and debugging code.

- Resolve Bugs: Implement fixes for identified bugs and issues, test the fixes to confirm resolution, and ensure that changes do not introduce new problems.

Code Maintenance and Refactoring :

- Review Code: Examine existing code to understand functionality and identify areas that require maintenance or optimization.

- Apply Updates: Make necessary code updates to improve software performance, security, and maintainability based on established coding standards and practices.

- Refactor Code: Improve the structure and readability of existing code by refactoring, enhancing code quality, and simplifying complex logic.

Testing and Verification :

- Create and Maintian Test Cases: Develop and execute unit test cases and scripts to validate bug fixes, enhancements, and updates.

- Verify Changes: Ensure that changes to the codebase are tested thoroughly to confirm that they resolve the issues and meet quality standards.

Incident response :

- Monitor: Responsible for monitoring systems, identifying potential issues, and responding to incidents in real-time.

- Resolve: Work to quickly understand the root cause, develop a solution, and implement it to restore normal operations.

Documentation and Reporting :

- Update Documentation: Maintain and update internal technical documentation, including code comments, runbooks, and internal guides, to reflect recent changes and fixes.

- Report Progress: Provide regular updates on issue status, code changes, and testing results to senior engineers, product support engineers, security engineers, customer relationship managers and project managers.

Collaboration and Communication :

- Coordinate with Teams: Work closely with senior engineers, product support engineers, security engineers, customer relationship managers, and other stakeholders to understand requirements, gather feedback, and ensure alignment on project goals.

- Participate in Meetings: Attend team meetings, such as stand-ups and sprint reviews, to discuss progress, share insights, and plan upcoming tasks.

Learning and Professional Development :

- Stay Informed: Keep up-to-date with industry trends, new technologies, and best practices relevant to software maintenance and support.

- Seek Feedback: Actively seek feedback from peers and mentors to improve your skills and performance.
Participate in training sessions or workshops as needed.

Customer and Support Interaction :

- Assist Support Teams: Provide technical support to product support teams by addressing escalated issues and offering solutions or explanations.

- Incorporate Feedback: Gather and analyze feedback from users and support teams to identify areas for improvement and implement necessary changes.

Continuous Improvement :

- Optimize Processes: Identify opportunities to improve documentation and maintenance processes, and suggest enhancements to streamline workflows and increase efficiency.

- Contribute Ideas: Share innovative ideas and approaches for improving software quality and user experience with the team.

What You Will Bring ?

Required Qualifications :

- Education: A Bachelors degree in Computer Science, Software Engineering, or a related field.

- Experience: 3 + years of relevant experience in an engineering role.

- Problem-Solving Skills: Strong analytical skills to identify issues, troubleshoot effectively, and implement solutions quickly.

- Communication: Clear and concise communication skills, both written and verbal, to collaborate with team members and document solutions.

- Team Orientation: Ability to work well in a team environment, sharing knowledge and learning from others.

- Development Tools Proficiency: Strong knowledge and experience with Python, Git, and Django.

Desired Qualifications :

- Experience with Incident Response: Previous experience or coursework related to incident management or troubleshooting in a production environment.

- Familiarity with Software Development Lifecycle (SDLC): Understanding of the phases in software development, from requirements gathering to deployment.

- Knowledge of Databases: Basic understanding and experience with relational databases.

- Understanding of Monitoring Tools: Experience with monitoring and logging tools like Sentry, New Relic or similar.

- Experience with Internal Tools: Familiarity with internal tools such as Jira for issue tracking and Confluence for documentation.

- Other Skills: Familiarity with Linux, Terraform

What does our Compensation and Benefits package entail?

- Competitive salary

- Statuary PTO (Paid Time Off) policy

- Depending on the role, you may work in the office, remotely, or adopt a hybrid work model.

Physical :

- Stationary position for extended periods of time.

- Constantly operate a computer.

- Occasionally you may be required to move equipment or other items up to 20 lbs.

- The ability to communicate information and ideas so others will understand.
Must be able to exchange accurate information in these situations.

Mental :

- Must be able to apply established protocols in a timely manner.

- Make timely decisions in the context of workflow.

- Ability to complete tasks and perform in situations requiring speed deadlines, or productivity quota.

- Ability to work effectively and efficiently in high stress situations.

- Ability to simultaneously address multiple complex problems