Technical Support Engineer

Description
Product Support Engineer
Cequence Security?– India - Pune
Cequence Security builds products to protect the world's web applications and APIs from threats. Our platform prevents online fraud, business logic attacks, exploits, and sensitive data exposure for global enterprise customers in the finance, banking, retail, social media, travel and hospitality industries, and more.

Cequence Security is the only solution that unifies runtime API visibility, security risk monitoring, and patented behavioral fingerprint-based threat prevention to consistently detect and prevent ever-evolving online attacks. The platform requires no application integration and can be deployed very quickly as a SaaS solution, in both the data center and the cloud.

While attacks cost enterprises millions of dollars in fraud, loss of revenue, brand damage, and so much more, Cequence's differentiated approach to application security provides verified results trusted globally.

If you are committed to global security, aspire to collaborate with a dedicated and driven team, and seek to contribute to the advancement of a thriving organization, we want to hear from you.

Product Support Engineer
As a Product Support Engineer, you will manage critical customer issues, provide regular communication on tickets, deliver new product training, write knowledge base articles, and participate in weekend on-call support. Additionally, you will be deeply involved in defining and building the foundation for the Customer Success organization at Cequence.

Responsibilities

• Provide customer facing technical support to our largest accounts in a fast-paced work environment.
• Become a technical expert on Cequence Security solutions.
• Help our customers and partners with deploying Cequence products, on-boarding, and training.
• Manage critical escalations.
• Contribute to the support knowledge base, diagnostic tools, troubleshooting guides, and training curriculums.
• Help develop best practices, white papers, threat analysis, competitive analysis, and feature enhancements.
• Work closely with product management, engineering, marketing, and partners to improve the product and build customer satisfaction.

Required Skills And Experience

• 5 years of experience working with Cloud service providers like AWS, Azure, and GCP.
• Experience with containerization technologies, like Docker and Kubernetes.
• Experience with AWS including EC2, EKS, Route53, VPC, or the Azure or GCP equivalents.
• Experience with scripting languages, like Python and shell-scripting.
• Experience with data formats like XML, YAML, and JSON.
• Experience with Linux-based servers.
• Experience with server and configuration provisioning (Ansible, Terraform, Puppet) and source code management tools (Git, Subversion).
• Experience with web services (nginx/Apache), data pipelining (Kafka, SQS), and data storage (SQL, Elasticsearch) technologies.
• Prior working experience with L2-L7 networking including experience with security (firewalls, web application firewalls, etc.), switching, routing and application delivery products (load balancers, proxies, caches, etc.).
• Expert troubleshooting and reasoning skills in all the above technologies.
• Excellent written & oral communication skills with strong interpersonal, organizational and presentation skills.
• Proven experience working on critical/complex system down issue and escalations.

Education
Bachelor's degree in computer science or related technical field or equivalent work experience.

Job Type: Full-time

Benefits
Health insurance

Paid time off

Schedule
Monday to Friday

On call

Education
Bachelor's (Preferred)