Customer Support Engineer

𝗧𝗵𝗶𝘀 𝗿𝗼𝗹𝗲 𝗶𝘀 𝗳𝗼𝗿 𝗼𝗻𝗲 𝗼𝗳 𝘁𝗵𝗲 𝗪𝗲𝗲𝗸𝗱𝗮𝘆'𝘀 𝗰𝗹𝗶𝗲𝗻𝘁𝘀

𝗦𝗮𝗹𝗮𝗿𝘆 𝗿𝗮𝗻𝗴𝗲: 𝗥𝘀 𝟭𝟬𝟬𝟬𝟬𝟬𝟬 - 𝗥𝘀 𝟮𝟮𝟬𝟬𝟬𝟬𝟬 (𝗶𝗲 𝗜𝗡𝗥 𝟭𝟬-𝟮𝟮 𝗟𝗣𝗔)

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.

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 Bachelor’s degree in Computer Science, Information Technology, Electronics, Networking, Cybersecurity, or a related discipline is preferred.