Enterprise Technical Support Engineer: 26-01770

Primary Skills: Enterprise Technical Support (advanced), Networking Fundamentals [advanced], TCP/IP Protocols [advanced], DNS [advanced], DHCP [advanced], Wireshark [intermediate]
Position Type: Permanent
Location: Trivandrum, Kerala and Bangalore, Karnataka
Shift: Rotational
Mode of work: Hybrid
#WBW

NOTE: Role is open to Women Back to Work candidates with a career gap

Women Back to Work, the prominent global organization specializing in returnship programs, is pleased to collaborate with one of the leading companies in the Networking & Cybersecurity industry, to extend return-to-work opportunities.
The WBW returnship program is exclusively designed for professionals who have taken a career break, whether for caregiving responsibilities, raising a child, or other voluntary reasons. If you have a gap in your work history, we warmly encourage you to apply. This returnship provides a platform to enhance your skills, build on your experience, and cultivate meaningful connections.

Job Summary:
This role involves providing advanced technical support to enterprise customers by diagnosing and resolving networking and infrastructure issues. They troubleshoot DNS, DHCP, IPAM (DDI), routing, switching, and server-related problems while ensuring an excellent customer experience. The role involves analyzing logs, packet captures, and configurations, reproducing customer issues in lab environments, documenting solutions, and collaborating with engineering teams to resolve complex technical challenges.
Key Responsibilities:

• Provide remote technical support via phone, email, and web to enterprise customers and partners.
• Own customer cases from initial troubleshooting through resolution and follow-up.
• Troubleshoot DNS, DHCP, IPAM (DDI), TCP/IP, routing, switching, and Layer 2/Layer 3 networking issues.
• Analyze packet captures (Wireshark/tcpdump), system logs, configurations, and network topologies to determine root cause.
• Reproduce customer issues in lab environments and validate fixes or workarounds.
• Document troubleshooting steps, root cause analysis, and knowledge base articles.
• Collaborate with Engineering, Product, and Support teams to resolve escalated issues.
• Recommend improvements to support processes and technical documentation.
• Utilize AI-powered support tools to improve troubleshooting efficiency and documentation.
• Participate in a 24x7 rotational support environment, including weekends and on-call support.

Must-Have Skills:

• DNS, DHCP, IPAM (DDI)
• TCP/IP, Routing & Switching
• Layer 2/Layer 3 Networking
• Linux/Unix or Windows Server
• Packet Capture Analysis (Wireshark/tcpdump)
• Log Analysis & Root Cause Analysis

Industry Experience:
Experience in enterprise networking solutions and technical customer support is preferred, particularly for clients in the United States and Europe.

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