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Technical Support Engineer

Tranzeal IncorporatedBangalore

7 days ago

Job description

Location : Bengaluru, Karnataka, India

About Tranzeal Incorporated :

Tranzeal Incorporated is a leading technology company committed to delivering cutting-edge solutions to our global customer base. We are seeking a highly skilled and customer-focused Technical Support Engineer to join our team in Bengaluru. If you are passionate about providing exceptional technical assistance, have a strong background in endpoint security, and thrive in a dynamic environment, we encourage you to apply.

Job Summary :

The Technical Support Engineer will be responsible for providing reactive technical support to Tranzeal's customers, ensuring their issues are resolved efficiently and effectively. This role requires a strong understanding of endpoint security software, operating systems, and a customer-centric approach to problem-solving. You will work directly with global customers and collaborate with various internal teams to deliver world-class support.

Duties & Responsibilities :

Provide Reactive Technical Support : Deliver timely and effective technical support to customers experiencing issues with our software products.
Configuration Review & Best Practices : Offer expert configuration review, in-depth troubleshooting, and provide best practice recommendations to named customers to optimize their use of our products.
Case Management : Efficiently manage support cases from inception to resolution, ensuring all issues are accurately recorded, meticulously tracked, promptly resolved, and all necessary follow-ups are completed in a timely manner.
Fault Isolation & Root Cause Analysis : Perform thorough fault isolation and conduct in-depth root cause analysis for complex technical issues, providing clear explanations and actionable insights.
Knowledge Base Contribution : Proactively publish Technical Support Bulletins and other pertinent technical documentation in the Knowledge Base to empower customers and internal teams.
Documentation Review : Review and provide feedback on technical documentation, including training materials, technical marketing collateral, product manuals, and troubleshooting guides, to ensure clarity and accuracy.
Collaboration : Work closely with large global customers and partners, as well as internal teams such as DevOps, Engineering, QA, and Product Managers, to facilitate issue resolution and product improvement.

Skills & Experience :

Experience :

2+ years of direct experience in technical support roles, specifically working with large global customers and partners, in addition to collaborating effectively with internal teams (e.g., DevOps, Engineering, QA, Product Managers).

Proven experience in supporting Endpoint security software products (e.g., Antivirus, Data Loss Prevention (DLP), Intrusion Prevention Systems (IPS), Network Access Control (NAC), etc.).

Cloud Service Provider (CSP) related work experience is highly desirable.

General Skills :

Customer-Centric Mindset : A mandated attitude for this position, demonstrating a genuine commitment to customer satisfaction and service excellence.

Communication Clarity : Ability to clearly articulate complex technical issues to both highly technical and non-technical audiences, and effectively explain their impact on business operations.

Language Proficiency : Business level or higher proficiency in English, particularly strong in writing and reading, for effective global communication.

Attributes : Exceptional attention to detail, a fast learner, and excellent overall communication skills.

Simplification : Ability to communicate intricate technical information in a simplified, easy-to-understand manner, ensuring clarity for all stakeholders.

Proactive Learning : A proactive and independent attitude toward continuously learning product technical knowledge, leveraging e-learning and training resources in English.

Technical Skills :

Malicious Software Understanding : Strong ability to understand the behavior of malicious software in conjunction with the intricacies of operating system structures.

OS Proficiency : Strong ability to understand, install, troubleshoot, and debug applications on Windows OS, Linux OS, and macOS platforms.

Cloud Platform Knowledge : Knowledge of public cloud platform (XaaS) features, capabilities, and best use scenarios is desirable.

ref : hirist.tech)

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Technical Support Engineer • Bangalore