Senior Technical Support Engineer

SecPod Careers We are recruiting

Senior Technical Support Engineer

  • Full Time
  • Anywhere

Website secpod secpod

Senior Technical Support Engineer

BE/MCA/M Tech, Bangalore India Apply Now

As a Senior Technical Support Engineer, you will have the opportunity to support our customers and learn cutting-edge technologies in the dynamic software security space.


Job Role

  • Act as product support for on-premise and Cloud/SaaS environment
  • Meet or exceed customer expectations on response quality, timeliness of responses, and overall customer experience.
  • Push creative thinking beyond the boundaries of existing industry-standard practices to come up with process improvements and new ways to delight customers.
  • Take ownership of customer issues, including initial troubleshooting, identification of root cause, and issue resolution.
  • Evaluate the criticality, severity of the issues, and ensure that they are addressed observing the priority
  • Document all technical issues, analysis, and communication with the customer and ensure a crystal-clear documentation
  • Do a periodic health check-up of Customer deployments.
  • Perform AWS monitoring and manage Cloud infrastructure.
  • Publish technical documentation in the Knowledge Base.


Technical Skills:
  • Understanding of NextGen Antivirus.
  • Strong troubleshooting and debugging skills with exposure to relevant tools and technologies.
  • Knowledge of network and system security and a good understanding of networking protocols like TCP/IP, HTTP, SSL/TLS, DNS, SMTP etc.
  • Working knowledge of common attacks and vulnerabilities.
  • Basic understanding of vulnerability exposures (CVEs) and severity levels (CVSS).
  • Expert at patch management process. Evaluate patches, builds, and software updates, test and deploy the updates in an automated fashion.
  • Understanding of Virtualization concepts and virtual system administration
  • Possess good system administration skills on Windows, Linux, and Macintosh Operating systems with the ability to install, upgrade and effectively navigate on all operating systems to perform tasks or troubleshooting.
  • Experience with deployment and configuration of Enterprise applications.
  • Knowledge of REST API, XML, and JSON
  • Understanding of Active Directory, VPN, Firewall, and proxy server.
  • Experience with Bash, PowerShell, and Python scripting is a plus.
  • Experience with relational and distributed databases.
  • Knowledge of Apache Web Server, Tomcat, and ActiveMQ.
  Non-technical Skills:
  • Excellent verbal and written communication skills, inspiring confidence while leading customers through the steps to resolve issues via phone, email, chat, and ticketing tool.
  • Preferably a direct customer-facing experience. Willing to work in 24x7 rotation shifts.



5 to 6 years of experience in providing customer support services for Endpoint security/Network or a related customer-facing role



Seniority Level

Mid-Senior level


  • Computer & Network Security

Job Functions

  • Information Technology
  • Customer Service

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