This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Sr. Technical Support Engineer based in India.
This role sits at the heart of enterprise customer success, where you will act as a trusted technical expert supporting complex security solutions used globally. You will troubleshoot and resolve high-impact issues across cloud-native security platforms and integrated third-party systems, ensuring customers maintain optimal protection and performance. Working in a fast-paced, SLA-driven environment, you will collaborate closely with engineering, product, and support teams to deliver fast and effective resolutions. The role combines deep technical investigation with customer-facing advisory work, requiring strong analytical thinking and communication skills. You will also contribute to knowledge sharing, mentoring, and continuous improvement of support processes. Beyond issue resolution, you will proactively identify risks and recommend best practices to enhance customer environments. This is a high-ownership role where your expertise directly strengthens customer trust and security outcomes.
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Sr. Technical Support Engineer based in India.
This role sits at the heart of enterprise customer success, where you will act as a trusted technical expert supporting complex security solutions used globally. You will troubleshoot and resolve high-impact issues across cloud-native security platforms and integrated third-party systems, ensuring customers maintain optimal protection and performance. Working in a fast-paced, SLA-driven environment, you will collaborate closely with engineering, product, and support teams to deliver fast and effective resolutions. The role combines deep technical investigation with customer-facing advisory work, requiring strong analytical thinking and communication skills. You will also contribute to knowledge sharing, mentoring, and continuous improvement of support processes. Beyond issue resolution, you will proactively identify risks and recommend best practices to enhance customer environments. This is a high-ownership role where your expertise directly strengthens customer trust and security outcomes.
Accountabilities
- Handle and resolve customer support cases in line with SLA commitments, ensuring urgency based on severity and impact
- Troubleshoot complex technical issues by analyzing logs, configurations, and system behavior
- Reproduce and diagnose reported problems using structured investigative approaches and internal knowledge resources
- Act as a subject matter expert, providing guidance and mentorship to other support engineers
- Recommend best-practice solutions and ensure end-to-end resolution or appropriate escalation when required
- Maintain detailed case documentation and ensure accurate tracking of customer interactions and resolutions
- Participate in knowledge sharing, technical reviews, and continuous improvement of support processes and documentation
- Several years of experience in technical support, customer engineering, or similar roles in enterprise environments
- Strong troubleshooting skills with the ability to analyze logs, configurations, and system issues end-to-end
- Experience working with cloud, network security, or SaaS-based platforms is highly desirable
- Ability to manage escalations, prioritize workload, and operate effectively in SLA-driven environments
- Strong communication skills and ability to explain technical issues clearly to customers and internal teams
- Experience mentoring or supporting junior engineers is a strong advantage
- Familiarity with documentation, knowledge base creation, and support tooling
- Competitive compensation package aligned with industry standards
- Opportunity to work in a global, enterprise-scale technical environment
- Career growth through mentorship, training, and knowledge-sharing programs
- Exposure to advanced security and cloud technologies
- Collaborative and inclusive work culture focused on learning and innovation
- Remote or flexible working arrangements depending on team structure
- Health and wellness benefits as per company policy
In this role, you will be responsible for delivering advanced technical support to enterprise customers, ensuring timely resolution of complex issues while maintaining high service quality standards. You will investigate, diagnose, and resolve incidents related to security products and integrated third-party systems while acting as a key escalation point within the support organization. You will also contribute to knowledge building, mentoring, and continuous improvement initiatives across the team.
Requirements
The ideal candidate brings strong experience in technical support or customer-facing engineering roles, particularly within enterprise or security-focused environments. You should be comfortable handling complex systems, troubleshooting under pressure, and communicating clearly with both technical and non-technical stakeholders. Strong analytical thinking, ownership mindset, and collaboration skills are essential for success in this role.