Technical Support Engineer - Voice Process

Overview

Key Responsibilities:

Customer Support & Troubleshooting:

• Provide exceptional technical support to customers using our WAF solutions, ensuring timely and effective resolution of their issues.
• Provide timely and efficient support to customers via email, phone, and chat.
• Strong knowledge of networking, understanding of packet flow, and TCP session establishment.
• Knowledge in troubleshooting, latency, and loss of network performance issues.
• Assist customers with DNS-related issues, such as DNS setup, propagation, and troubleshooting.
• Basic understanding of Linux.
• Escalate complex technical issues to appropriate internal teams for deeper investigation and resolution.
• Develop and maintain technical documentation and knowledge base articles.
• Ability to give a software Demo to customers.
• Participate in on-call rotations to provide 24/7 support to customers.

Customer Onboarding:

• Assist new customers with their WAF implementation and configuration.
• Provide training on advanced features, configuration settings, and security best practices.

Communication Skills:

• Excellent verbal and written communication skills in English and Hindi to interact with customers, explaining complex issues in a clear and concise manner.

Cybersecurity Knowledge (Preferred):

• Understanding of security best practices, attack vectors, and how WAF solutions mitigate threats.
• Knowledge of common web vulnerabilities and their remediation.
• Familiarity with other cybersecurity domains like network security, endpoint security, or vulnerability management.

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• At least 1 year of experience in a customer support role.

Shift Timing: This role will require working night shifts as part of a rotating 5-day work shift schedule, providing support on a 24/7 basis.

Job Type: Full-time

Pay: ₹30,000.00 - ₹40,000.00 per month

Schedule:

• Rotational shift

Work Location: In person