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Netwitness, part of the PartnerOne portfolio, is a leading threat detection and response platform used by enterprises and government agencies worldwide. With decades of experience in security analytics, Netwitness helps security teams detect, understand, and respond to threats faster and more effectively across hybrid and cloud environments.
Position Summary: As a Senior Technical Support Engineer , you will play a critical role in delivering exceptional technical support to our enterprise customers. You will work on the most complex and escalated issues, provide in-depth technical expertise, and drive root cause resolution. This role demands strong product knowledge, advanced troubleshooting skills, and the ability to collaborate across teams to ensure customer success.
Key Responsibilities
- Provide expert-level technical support for Netwitness products via email, phone, and remote sessions.
- Troubleshoot and resolve complex technical issues, including environment-specific problems, configuration errors, and product defects.
- Reproduce customer issues in lab environments and perform root cause analysis.
- Work closely with Engineering, Professional Services, Product Management, and Sales Engineering teams to drive solutions and product improvements.
- Collaborate with global support teams to ensure case progression, accurate documentation, and customer satisfaction throughout the lifecycle of the case.
- Mentor and guide junior team members in troubleshooting techniques and product knowledge.
- Contribute to internal and external knowledge bases with detailed technical solutions and how-to articles.
- Participate in weekend or after-hours on-call support rotations as required in a 24x7x365 support model.
- Minimum of 6–8 years of technical support experience at an enterprise level, preferably in cybersecurity, networking, or IT infrastructure domains.
- Strong expertise in Netwitness platform (Logs, Packets, UEBA, Endpoint, Orchestrator).
- Proficient in Linux administration (Red Hat/CentOS); RHCE certification is a strong plus.
- Good understanding of SQL and NoSQL (MongoDB) databases.
- Familiarity with virtualized environments (e.g., VMware, ESXi, Hyper-V).
- Experience with packet capture analysis, log investigation, and security event correlation.
- Strong analytical and debugging skills including core dump/log analysis, performance monitoring, and trace file evaluation.
- Excellent communication and documentation skills; ability to explain complex technical topics clearly to both technical and non-technical stakeholders.
- Ability to manage multiple priorities, work independently, and drive issues to closure under pressure.
Preferred Qualifications
- Experience in customer-facing roles such as Customer Support, Technical Support Professional Services, or Engineering Support.
- Background in cybersecurity, threat detection, or incident response, added advantage.
- Certifications such as GCIA, GCIH, CEH, CISSP, or SANS are a plus.
- Prior experience working with global teams and customers in a follow-the-sun support model.
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