Senior Technical Support Specialist

19 hours ago

Varanasi, Uttar Pradesh, India beBeeCybersecurity Full time ₹ 1,00,00,000 - ₹ 1,50,00,000
Technical Support Engineer Position

We are seeking a skilled technical support professional to fill this role. As a critical member of our technical team, you will provide expert-level technical support to customers and partners, addressing complex post-sales concerns and ensuring the fast assistance they need to keep their environments secure.

You will work closely with multi-functional teams, creating an environment of transparency that ultimately leads to better products, working environments, and cybersecurity. Your quick thinking and support to our clients will be instrumental in resolving technical issues, often in high-pressure situations.

  • Provide technical support to customers and partners
  • A technical support role who will handle escalations from the front line and Tier 2 technical support teams
  • Provide configurations, troubleshooting, and best practices to customers
  • Manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are completed in a timely manner
  • Provide fault isolation and root cause analysis for technical issues
  • Publish technical support bulletins and other technical documentation in the Knowledge Base
  • Review technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.
  • Work with engineering on filling bugs and working with product teams on feature requests
  • Work on hot/risk technical escalations from the region or other theaters
  • Lead case swarming and training sessions for frontline teams

Key qualifications include 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.), and experience working with Firewall Central Management Systems and multi-factor authentication security systems.

Key ResponsibilitiesJob Requirements

To succeed in this position, you will need to possess:

  • Broad knowledge of technical support processes and procedures
  • Excellent communication and problem-solving skills
  • Able to work effectively in a fast-paced environment
  • Strong analytical and troubleshooting skills
Preferred Qualifications

The following qualifications would be beneficial:

  • Experience working with Firewall Central Management Systems
  • Knowledge of multi-factor authentication security systems
About Us

We are a leading provider of cybersecurity solutions. Our goal is to protect our customers' environments and provide them with the tools they need to stay safe online.

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