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.

Preferred / Nice to Have

Key Qualities for Success

Purpose

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