- Bangalore, Karnataka, India
- On-site
- Full-time · Senior
- 5+ years
Senior Technical Support Engineer providing Tier 3 technical support, addressing complex cybersecurity challenges and serving as a subject matter expert.
Responsibilities
- Provide Tier 3 technical support for escalations from frontline and Tier 2 teams, serving as a subject matter expert
- Deliver expert guidance on configurations, troubleshooting, and best practices to customers and partners
- Manage the entire lifecycle of support cases to ensure issues are recorded, tracked, and resolved in a timely manner
- Perform in-depth fault isolation and root cause analysis for complex technical issues, preparing detailed RCA documents for customers
- Proactively collaborate and exchange information with engineering and product teams to file bugs and advocate for feature requests
Requirements
- Bachelor's degree in Computer Science, Information Technology, or a related technical field
- Nice to have: Windows
- Nice to have: Linux
- Nice to have: macOS
- Nice to have: Cisco