Job Description
- Provide technical support for existing security solution customers while maintaining SLAs
- Support engineers in validating data and generating analyzable outputs
- Perform POC (Proof of Concept) and R&D for security solutions and related subsystems
- Provide L1 and L2 support for customers on a 24x7 basis while maintaining accurate records of all support tickets
- Attend to and resolve assigned service requests (SRs) and incident tickets
- Support team leads and engineers in project deployments
- Undertake any other related tasks as assigned by engineers
- Ensure customer satisfaction through effective and timely support
- Ensure that all support SLAs are consistently met
- Build and maintain healthy working relationships with customers
- Participate in product training sessions to enhance technical knowledge
- Demonstrate effective presentation skills when required
- Adhere to and complete assigned trainings and certifications within the given timelines
- Complete required online vendor certifications as needed
- Provide support to other functions beyond the immediate scope of responsibilities to achieve common organizational goals
- Undertake any other tasks as requested by the team lead
- Currently pursuing a degree in Cyber Security, IT, Engineering, or a related field
- Professional certifications such as Check Point, Palo Alto, Imperva, or F5 will be an added advantage
- Minimum of 1 year of experience in a cybersecurity delivery practice is preferred
- Basic understanding of networking concepts (TCP/IP, DNS, VPNs, firewalls)
- Familiarity with security technologies (firewalls, WAF, IDS/IPS, EDR)
- Experience with security tools such as Check Point/Palo Alto firewalls, F5 WAF/load balancer, and Imperva WAF
- Basic knowledge of Linux and Windows systems
- Understanding of log analysis, packet capture analysis, and troubleshooting
- Exposure to cloud security (AWS, Azure, GCP, OCI)
- Basic scripting knowledge (Python, Bash)
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