Technical Support Engineer

4 weeks ago

Noida, India Threatcop Full time
Roles and Responsibilities:
Tool Support & Troubleshooting:
Provide second-level support for Threatcop tools and software applications.
Diagnose, troubleshoot, and resolve technical issues related to tools such as monitoring systems, ticketing platforms
Collaborate with vendors and internal teams to address tool-related issues and enhancements.
Good knowledge networking fundamentals, including DNS, TCP/IP, firewalls
Tool Administration & Configuration:
Manage and configure IT tools, ensuring they are optimized for performance and usability.
Maintain version control and oversee updates and patches for supported tools.
Incident Management & Resolution:
Respond to and track support tickets using tools like zohodesk, Jira,
Prioritize and escalate critical tool-related issues while ensuring timely resolution.
Document tool incidents, root causes, and resolutions for knowledge sharing.
Customer Interaction & Communication:
Serve as the point of contact for customer inquiries related to tool functionality and performance.
Clearly communicate technical solutions and best practices for tool usage.
Provide step-by-step troubleshooting guidance through various communication channels (email, phone, chat, remote sessions).
Product Knowledge & Documentation:
Stay updated on tool updates, new features, and industry best practices.
Maintain and update knowledge base articles and technical documentation for supported tools.
Assist in training customers and internal teams on tool functionality and troubleshooting steps.
Key Skills & Qualifications:
Bachelor’s degree in Computer Science, IT, Cybersecurity, Engineering, or a related field
2+ Years proven experience in a technical support role with a focus on enterprise tool support.
Strong understanding of networking fundamentals, including DNS, TCP/IP, firewalls, and VPN configurations.
Experience with infrastructure management, including cloud networking and hybrid environments.
Strong knowledge of ITSM tools (Jira, zohodesk), monitoring tools
Experience with cloud-based services (AWS, Azure, GCP) and their related management tools.
Excellent problem-solving skills and ability to work under pressure.
Strong communication skills with a customer-centric approach.
Benefits of working with us:
Benefits of both the worlds - Enthusiasm & Learning Curve of a Start-Up, Deliveries & Performance of an Enterprise Service Provider.
Sky's the limit when it comes to learning, growth & ideas.
We do not follow the typical corporate hierarchy ladder.
Medical insurance, gratuity, and provident fund.
As part of our dedication to an inclusive and diverse workforce, Threatcop is committed to Equal Employment Opportunity without regard for race, color, national origin, ethnicity, gender, protected veteran status, disability, sexual orientation, gender identity, or religion.
About Us:
Threatcop Inc. is a leading People Security Management(PSM) company and a sister concern of Kratikal. It is helping organizations to reduce the impacts of cyber threats by strengthening the cybersecurity posture of employees. With a focus on reducing social engineering and email-based attacks, we transform employees from the weakest link to the strongest line of defense.
Serving over 250+ large enterprises and 600+ SMEs across 30+ countries ,Threatcop assists clients in sectors such as E-commerce, Finance, BFSI, Healthcare, Manufacturing, and Telecom with clients like Axis Bank, Gail India, ONGC, MaxLife Insurance, Daman Insurance, UNICOIL, NPCI, Tata Consumer Products and many others. We are a USA-based company, headquartered in Noida with offices in Mumbai, Pune, Bangalore, Chennai, Dubai, and Riyadh.
We use the A-A-P-E (Assess, Aware, Protect, Empower) framework to deliver effective products such as TSAT, TLMS, TDMARC and TPIR to tackle evolving cyberthreats. By focusing on preventing human error, our People Security Management (PSM) approach empowers organizations to foster a culture of cybersecurity awareness to tackle modern cyber threats.
For more details, visit us at:

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