Match Score
Against your primary resumeLogin to See Your Match Score
Create a free account or log in to unlock your CV match score across:
Protocol Intelligence
Data-driven signals on your job's competitivenessTier-1 brand plus metro location but specialized senior support role reduces competition.
Role requires deep networking and security product experience, making cross-industry transfer difficult.
Explicit 8+ years and specialized networking/security expertise make filters stringent.
Job Description
Structured overview of role & requirementsAbout This Role
Own and resolve highly complex escalated technical issues for customers, ensuring timely solutions within SLAs/OLAs.
Participate in 24x7 support operations including on-call rotations and collaborate closely with Engineering to reproduce issues and accelerate resolutions.
Maintain and create technical knowledge base entries to enhance troubleshooting resources when none exist.
Minimum Requirements
Bachelor's degree with 8+ years experience as a Support Engineer or Senior Support Engineer in networking or web security products.
Demonstrated experience handling critical escalations and driving them to resolution under pressure.
Proficiency with network troubleshooting tools such as Ping, Traceroute, MTR.
Demonstrated curiosity and integration of AI tools to enhance workflows and problem-solving.
Ideal Candidate Profile
Experienced in managing critical and high-pressure escalations in networking or security support environments, preferably at senior levels.
Strong collaboration skills working with engineering teams to validate defects and expedite issue resolution.
Comfortable operating in a 24x7 support model with ownership over issue lifecycle and customer outcomes.