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Highly Skilled Technical Support Specialist

2 weeks ago

Bengaluru, Karnataka, India beBeeCybersecurity Full time ₹ 18,00,000 - ₹ 25,00,000

Technical Support Role Overview

This role involves providing critical technical support to customers and partners, ensuring their success with our products. As a key member of our technical support team, you will work collaboratively to deliver exceptional customer experiences.

Key Responsibilities

  • Provide technical support to customers and partners via phone, email, and other channels.
  • Manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are completed in a timely manner.
  • Provide configurations, troubleshooting, and best practices to customers.
  • Prepare detailed RCA documents for official submissions to customers.
  • Publish Technical Support Bulletins and other technical documentation in the Knowledge Base.
  • Review of technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.
  • Working with engineering on filling bugs and working with product teams on feature requests.
  • Lead case swarming and training sessions for frontline teams.

Requirements

  • More than 5 years of customer-facing technical support experience.
  • Expertise with Remote Access VPN solutions, IPSEC, PKI & SSL, TCP/IP, Authentication Protocols (LDAP, RADIUS etc.).
  • Experience working with Firewall Central Management Systems.
  • Experience working with multi-factor authentication security system (tokens, certificates, CAC cards, and similar).
  • Working knowledge of Security services (IDS/IPS, Firewalls etc.).
  • Strong ability to independently debug broad, complex, and unique networks with mixed media and protocols required.
  • Excellent English written and verbal communication skills are required.
  • Experience with Windows, Linux, and MAC OS is a plus (Debugging, Editing Registries, Plist etc.).
  • Experience with Cisco, Checkpoint, Juniper (Netscreen), and Fortinet products is a plus.

About Our Company

We celebrate diversity in our workplace and all qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or other legally protected characteristics.

At our company, we're trailblazers that dream big, take risks, and challenge cybersecurity's status quo. We're committed to providing reasonable accommodations for all qualified individuals with a disability.

COVID-19 Vaccination Information

  • Vaccine requirements and disclosure obligations vary by country.
  • Unless applicable law requires otherwise, you must be vaccinated for COVID or qualify for a reasonable accommodation if:
    • The job requires accessing a company worksite
    • The job requires in-person customer contact and the customer has implemented such requirements
    • You choose to access a company worksite
  • If you have questions about the vaccine requirements of this particular position based on your location or job requirements, please inquire with the recruiter.