Technical Assistance Center Engineer

The Technical Assistance Center Engineer will act as a trusted technical advisor for customers, providing high-quality support, troubleshooting expertise, and guidance to maximize the value of cybersecurity solutions.

• Analyze, troubleshoot, and resolve complex customer technical issues with minimal supervision while ensuring timely resolution.
• Provide technical support for security solutions, including firewalls, WAF, IPS, DLP, antivirus, endpoint security, SIEM, EDR, and XDR technologies.
• Investigate product-related issues, identify improvement opportunities, and collaborate with internal teams to enhance platform capabilities.
• Take ownership of customer cases from initial investigation through resolution while maintaining strong communication throughout the process.
• Develop and test creative technical solutions in laboratory environments before recommending implementations.
• Work closely with Product Development and Product Management teams to ensure customer requirements are considered in product enhancements.
• Create and maintain technical documentation, troubleshooting guides, knowledge articles, and training materials.
• Identify recurring customer issues, document trends, and contribute to long-term solutions and product improvements.
• Support customers in adopting and optimizing platform capabilities through technical guidance and best practices.
• Participate in knowledge-sharing activities, mentoring, and internal technical enablement initiatives.
• Support operational activities related to new product releases and technical readiness.
• Work core business hours from 6:30 AM to 3:30 PM IST, Monday through Friday.

Requirements:

The ideal candidate will have a strong foundation in cybersecurity, networking, and technical troubleshooting, combined with excellent communication skills and a customer-oriented mindset.

• Bachelor’s degree or equivalent qualification in Computer Science, Information Technology, Cybersecurity, or a related discipline.
• Professional experience in cybersecurity, technical support, security operations, or a related technical role.
• Strong understanding of cybersecurity technologies, threats, and security controls, including firewalls, endpoint security, DLP, WAF, email security, and SIEM solutions.
• Hands-on experience troubleshooting security products such as SIEM, EDR, and XDR platforms.
• Ability to optimize queries and apply best practices for investigation and analysis.
• Basic knowledge of Linux system administration and familiarity with Windows and Linux operating systems.
• Strong understanding of TCP/IP networking concepts and experience troubleshooting network-related issues.
• Familiarity with networking analysis tools and protocols, including Wireshark.
• Strong analytical and problem-solving skills with the ability to investigate complex technical challenges.
• Excellent written and verbal English communication skills.
• Strong interpersonal skills and confidence working directly with customers in remote and onsite environments.
• Ability to work independently while collaborating effectively with global teams.

Benefits:

• Opportunity to work in a rapidly growing cybersecurity technology environment.
• Exposure to global customers, security challenges, and innovative solutions.
• Career development opportunities with increasing responsibility as the organization grows.
• Opportunity to collaborate with international teams in a remote-friendly environment.
• Chance to contribute to a high-impact cybersecurity market focused on improving organizational resilience.
• Inclusive workplace culture that values diverse perspectives and encourages new ideas.