Technical Support Engineer Job in Bangalore at Cyware Labs

Cyware is hiring for the role of Technical Support Engineer!

Responsibilities of the Candidate:

• Ensure that the product focus for this role is related to cybersecurity solutions (Cyber Fusion, SOAR, TIP and Situation Awareness) developed by Cyware.
• Respond to customer queries in a timely and accurate way, via phone, email or chat.
• Identify customer needs and help customers use specific available features.
• Reproduce customer issues to verify problems and provide feedback to Engineering and Operations teams.
• Update internal databases with information about technical issues and useful discussions with customers. Similarly, create entries in our technical support online database to accurately document any incident resolution that is not found in our knowledge base.
• Share feature requests and effective workarounds with team members.
• Follow up with customers to ensure their technical issues are resolved.
• Interface with Engineering and assist the customer with testing or troubleshooting.
• Mentor other engineers on advanced troubleshooting, debugging and case management skills.
• Perform other duties as assigned.

Requirements: 

• Minimum 2-7 years experience working as a Support Engineer supporting security products
• Experience with operating systems such as Windows, Linux, and FreeBSD
• Experience troubleshooting network, active directory and endpoint issues and familiarity with the necessary tools. (Debug logs, Ping, Traceroute, etc.)
• Expert knowledge of protocols such as HTTP, SSL/TLS, TCP, DNS, Syslog etc.
• Working knowledge of networking and security products and enterprise cloud/data centre network Infrastructure
• Familiarity With:
  • Network Protocol Analyzers (tcpdump, Wireshark)
  • Hypervisors (VMware ESXi, Microsoft HyperV, KVM)
  • Network Security (SSL/TLS, Firewall, Proxies, IDS/IPS)
  • Microsoft Active Directory
  • Scripting knowledge (PowerShell, SHELL, Python) would be appreciated