Technical Support Engineer

7 days ago

India Partner One Capital Full time ₹ 12,00,000 - ₹ 24,00,000 per year

We are looking for a Technical Support Engineer II (TSE 2) to join our global Customer Support team. This role is ideal for someone with a strong technical foundation who is eager to grow into a subject matter expert. You will be responsible for troubleshooting complex customer issues, collaborating with engineering and product teams, and driving customer satisfaction through timely and effective solutions.

As a TSE 2, you are expected to go beyond basic troubleshooting by performing in-depth analysis, mentoring junior engineers, and taking ownership of technical cases to closure.

Key Responsibilities

  • Serve as the primary technical contact for customers, managing support cases from initial intake through resolution.
  • Troubleshoot, analyze, and resolve complex technical issues across product areas (networking, security, OS, applications, etc.).
  • Reproduce customer issues in lab environments and document clear findings for Engineering escalation when required.
  • Collaborate with Engineering, QA, and Product teams to drive bug fixes and product improvements.
  • Mentor and assist TSE 1 engineers in case handling, best practices, and technical skill development.
  • Ensure timely updates and clear communication with customers on case progress and action plans.
  • Document solutions, troubleshooting steps, and knowledge base articles to enhance team efficiency.
  • Participate in 24x7 on-call rotations, weekend shifts, or critical incident response as needed.
  • Contribute to process improvements and best practices to improve customer experience.
Requirements
  • Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent hands-on experience).
  • 3–5 years of experience in Technical Support, System Administration, or a related role.
  • Strong troubleshooting skills in at least two of the following areas:
    • Operating Systems: Windows, Linux/Unix
    • Networking: TCP/IP, DNS, VPN, Firewalls, Routing
    • Security Technologies: SIEM, IDS/IPS, endpoint security, SSL/TLS, PKI
    • Databases/Applications: SQL, log analysis, application troubleshooting
  • Familiarity with virtualization platforms (VMware, Hyper-V, or similar) and cloud technologies (AWS, Azure, GCP).
  • Excellent problem-solving, analytical, and communication skills.
  • Ability to handle high-pressure situations with professionalism and empathy.

Preferred Qualifications

  • Certifications such as CCNA, RHCSA, CEH, Security+, or equivalent.
  • Experience with enterprise security products, SIEM tools, or incident response.
  • Prior experience working with global customers in a 24x7 support environment.
  • Ability to script or automate tasks (Python, PowerShell, Bash, etc.) is a plus.

What We Offer

  • Opportunity to work with cutting-edge security technologies and enterprise customers.
  • Collaborative, diverse, and fast-paced work environment.
  • Professional growth with learning and certification opportunities.
  • Competitive compensation and benefits package.

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