Technical Support Engineer

Job Description: Technical Support Engineer

NEED IMMEDIATE JOINERS ONLY

Position Summary

You will support both on-premises and cloud-based deployments, including AWS-hosted instances, and play a key part in delivering world-class technical assistance across time zones as part of our 24×7 model.

This role operates within a rotating 24×7 support schedule with overlapping regional coverage.

Core Responsibilities

Diagnose and resolve product issues for Scrutinizer, FlowPro, Replicator, and Endpoint Analytics. Collect and analyze logs, configuration data, and network flow information to isolate root causes. Guide customers through configuration, connectivity, and upgrade issues in both on-prem and AWS environments. Escalate product defects and complex issues to senior support or engineering following defined workflows. Maintain accurate case documentation and contribute to internal knowledge articles. Adhere to SLAs, shift schedules, and escalation protocols to maintain consistent service delivery.

Technical Requirements Candidates should demonstrate strong diagnostic skills and a working knowledge of enterprise IT environments. 4-6 years of experience in technical support or network/system administration roles. Strong troubleshooting and analytical skills, able to form and test hypotheses methodically. Hands-on experience with Linux OS (CLI operations, service management, log review). Solid understanding of network fundamentals such as TCP/IP, routing, SNMP, and DNS. Familiarity with cloud environments (AWS preferred): understanding of VPCs, subnets, security groups, and how virtual appliances are deployed and accessed. Comfort with virtualization platforms such as VMware ESXi, Hyper-V, or KVM. Clear written and verbal English communication skills.

Preferred / Nice to Have Experience with NetFlow/IPFIX or similar network telemetry tools. Exposure to network monitoring or security analytics platforms. Basic scripting (Bash or Python) for diagnostics and log parsing. Familiarity with PostgreSQL or similar databases. Certifications such as CCNA, CompTIA Network+, or Linux+ are a plus.

Key Qualities for Success Customer-first mindset: patient, thorough, and focused on clear resolution. Curious and proactive, asking the right questions rather than jumping to assumptions. Self-motivated learner who adapts quickly to new technologies. Strong sense of ownership and accountability in a remote team environment.

Purpose Every interaction you handle helps enterprise customers maintain visibility, performance, and security across their networks.