Provide advanced technical support for enterprise NDR and network-security solutions. Troubleshoot network traffic, connectivity, protocols, packet captures, logs, system performance, and security events; conduct root-cause analysis; manage critical incidents and escalations; and own issues through resolution. Collaborate with Engineering, Product, QA, and Development teams, support deployments and integrations, document incidents and knowledge articles, improve support processes, and mentor junior engineers while maintaining a strong customer-first focus.
๐ง๐ต๐ถ๐ ๐ฟ๐ผ๐น๐ฒ ๐ถ๐ ๐ณ๐ผ๐ฟ ๐ผ๐ป๐ฒ ๐ผ๐ณ ๐๐ต๐ฒ ๐ช๐ฒ๐ฒ๐ธ๐ฑ๐ฎ๐'๐ ๐ฐ๐น๐ถ๐ฒ๐ป๐๐
๐ฆ๐ฎ๐น๐ฎ๐ฟ๐ ๐ฟ๐ฎ๐ป๐ด๐ฒ: ๐ฅ๐ ๐ญ๐ฌ๐ฌ๐ฌ๐ฌ๐ฌ๐ฌ - ๐ฅ๐ ๐ฎ๐ฎ๐ฌ๐ฌ๐ฌ๐ฌ๐ฌ (๐ถ๐ฒ ๐๐ก๐ฅ ๐ญ๐ฌ-๐ฎ๐ฎ ๐๐ฃ๐)
Experience: 10+ yrs
Location: Mumbai, Maharashtra, India
Job Type: Full-time
We are looking for an experienced Customer Support Engineer with strong expertise in Customer Support, Customer Experience, Network Detection and Response (NDR), and enterprise network security technologies.
The role is suited for a technically strong professional who can support enterprise customers, troubleshoot complex networking and security issues, manage critical incidents, and drive problems through to resolution. You will act as a trusted technical point of contact, combining strong troubleshooting skills with a customer-first approach to deliver reliable and effective support experiences.
The ideal candidate will be comfortable working with complex network environments, analysing network traffic and security events, collaborating with engineering teams, and communicating technical solutions clearly to customers and internal stakeholders.
Requirements
Key Responsibilities
- Provide advanced technical customer support for NDR and network-security solutions.
- Serve as a trusted technical point of contact for enterprise customers throughout the support lifecycle.
- Troubleshoot complex issues involving network traffic, connectivity, packet flows, protocols, system performance, and security events.
- Investigate and analyse NDR alerts, network telemetry, logs, packet captures, and diagnostic information.
- Perform structured troubleshooting and root-cause analysis for customer-reported incidents.
- Own customer issues from initial investigation through resolution, validation, and closure.
- Manage critical incidents and escalations while maintaining clear and professional customer communication.
- Understand customer impact and prioritise issues based on severity, business impact, and service commitments.
- Work closely with Engineering, Product, QA, and Development teams to resolve complex technical issues.
- Collect and analyse packet captures, logs, configuration files, system information, and other diagnostic artefacts.
- Support deployment, configuration, upgrades, integrations, and troubleshooting of NDR solutions.
- Provide clear technical explanations and actionable recommendations to customers.
- Maintain accurate support cases, incident reports, RCA documents, and technical knowledge articles.
- Develop and improve troubleshooting guides, FAQs, support playbooks, and standard operating procedures.
- Identify recurring issues and recommend product, documentation, or process improvements.
- Monitor support performance, resolution timelines, escalations, and customer-impacting issues.
- Participate in major incident reviews and implement corrective and preventive actions.
- Support customer onboarding, solution adoption, and technical enablement where required.
- Mentor junior support engineers and contribute to improving overall support capability.
- Continuously identify opportunities to improve customer experience and support quality.
What Makes You a Great Fit
- 10+ years of experience in technical support, network support, network security, NDR, cybersecurity, or enterprise infrastructure.
- Strong hands-on experience in customer-facing technical support and enterprise incident management.
- Proven experience supporting Network Detection and Response (NDR), network security, network monitoring, or related solutions.
- Strong understanding of TCP/IP, DNS, DHCP, HTTP/HTTPS, routing, switching, VLANs, VPNs, and network troubleshooting.
- Strong knowledge of network traffic analysis, packet inspection, network telemetry, and security-event investigation.
- Experience using tools such as Wireshark or similar packet-analysis and network troubleshooting tools.
- Ability to analyse network traffic, logs, alerts, packet captures, and system diagnostics to identify root causes.
- Strong troubleshooting, debugging, incident-management, and problem-solving skills.
- Experience working with Linux and/or Windows enterprise environments.
- Strong understanding of network security concepts and enterprise security operations.
- Proven ability to handle critical customer escalations and production incidents under pressure.
- Excellent communication skills with the ability to explain complex technical concepts to technical and non-technical customers.
- Strong customer-first mindset with a focus on ownership, responsiveness, trust, and customer experience.
- Experience collaborating with Engineering, Product, QA, and other technical teams to resolve complex issues.
- Strong documentation and knowledge-management capabilities.
- Ability to manage multiple customer issues and priorities effectively.
- Strong analytical skills and attention to detail.
- Ability to work independently while collaborating effectively with global and cross-functional teams.
- A Bachelorโs degree in Computer Science, Information Technology, Electronics, Networking, Cybersecurity, or a related discipline is preferred.
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