Technical Support Engineer

24 hours ago

Bangalore, India ColorTokens Inc. Full time

Job Title: Technical Support Engineer 3 - Cyber Security

Business Unit: ColorTokens TAC

Location: Bangalore

About ColorTokens

ColorTokens is at the forefront of cyber security, specializing in cutting-edge solutions to protect businesses in an evolving digital landscape. Our Xshield series products are essential tools for organizations worldwide, and our Technical Assistance Centre (TAC) plays a pivotal role in ensuring our customers receive the support they need to safeguard their operations.

Position Overview:

As a Technical Support Engineer 3 within our TAC, you will be instrumental in providing Level 3 and Product Escalation support for our Xshield series products. This role involves direct engagement with customers and partners, troubleshooting complex hardware and software issues, and serving as an escalation point for internal TAC groups. You will be a key advocate for our customers, ensuring timely resolution of issues and maintaining a high level of satisfaction.

Key Responsibilities

  • Provide technical support for Xshield series products and customer centric approach with all ColorTokens partners.
  • Troubleshoot complicated hardware and software issues, replicating customer environments and network problems in the lab.
  • Manage critical customer escalations, facilitating communication between customers, escalation teams, and engineering.

  • Take ownership of problem resolution, including reproduction and escalation, as necessary

  • Act as a customer advocate, understanding the impact of issues on business operations and driving timely resolution.
  • Continuously learn and stay updated on new technologies, contributing to process and tool improvements.

Requirements:

  • Bachelor’s degree in computer science, Information Systems, or equivalent education/experience.
  • 5+ years of technical support experience, with a focus on networking technologies and network security.
  • Strong understanding of Internet Security and Networking Technologies (TCP/IP, Load balancers, Proxies, Firewalls).
  • Experience with Linux/Unix operating systems and networking/browser developer tools.
  • Prior experience with Linux and other Unix operating systems.
  • Working knowledge with networking/browser developer tools such as wireshark, tcpdump. Openssl, burp, fiddler, postman and curl.
  • Familiarity with cloud provider ecosystems such as AWS, Azure, and GCP.
  • Proficiency in analyzing logs, network data, and incident artifacts.
  • Hands-on experience analyzing high volumes of logs, network data (e.g. Netflow, FPC), and other attack artifacts in support of incident investigations.
  • Advanced understanding of TCP/IP, common networking ports and protocols, traffic flow, system administration, OSI model, defense-in-depth and common security elements.
  • Advanced knowledge of TCP/IP, OSI model, and common security elements.

Desired Skills

  • Scripting experience with Perl, Python, or Shell.
  • Familiarity with additional security tools and technologies.

Key Attributes

  • Excellent customer management and communication skills (verbal and written).
  • Ability to work effectively in a fast-paced, dynamic environment.
  • Strong problem-solving skills and attention to detail.
  • Proactive attitude towards learning and professional development.

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