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 247 model.
This role operates within a rotating 247 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.
