Job Summary:
We are looking for a highly skilled and customer-focused Senior Technical Support Engineer with expertise in Network Security tools and hands-on experience of working in Security Operation Center. In this role, you will provide technical support for our enterprise customers, troubleshoot complex issues, and act as a subject matter expert for Vehere AI-Network Security solutions.
Key Roles and Responsibilities:
- Provide hands-on, onsite or remote implementation support for Vehere AI-Network Security solutions to enterprise customers.
- Respond to customer issues via email, ticketing systems, phone, or remote sessions.
- Collaborate with engineering, QA, and product teams to resolve complex technical issues and escalate bugs or feature requests.
- Assist customers / partners with installation, configuration, integration, and tuning of NDR tools in their environment.
- Work closely with customer’s Security Operations Centre (SOC) teams and network engineers to reduce dwell time in incident responses.
- Analyze network traffic, packet captures (PCAP), NetFlow, and security logs to detect anomalies, troubleshoot issues, and validate threat detection.
- Support SOC setup, alert fine tuning, and operationalization, leveraging hands-on experience in security monitoring and incident handling.
- Troubleshoot complex issues and work closely with engineering, QA, and product teams to escalate bugs, resolve defects, and recommend enhancements.
- Conduct root cause analysis (RCA) and provide clear, actionable remediation steps to customers.
- Engage with customers through tickets, calls, email, and remote sessions, ensuring clear communication and professional service delivery.
- Maintain accurate case documentation, deployment guides, and knowledge base articles.
- Apply strong knowledge of networking (routing, switching, TCP/IP protocols) and cybersecurity in daily operations.
- Maintain accurate case documentation, solution articles, and internal knowledge base content.
- Adhere to high-quality work standards.
- Responsible for maintaining Confidentiality, Integrity and Availability of Vehere’s information assets including business critical information.
Skills and Experience:
- Bachelor’s degree in computer science, Cybersecurity, Information Technology, or related field, or equivalent experience.
- 12+ years of experience in a Technical Support, SOC, or Network Engineering role.
- Strong knowledge of networking protocols (TCP/IP, DNS, DHCP, HTTP, etc.) and OSI model.
- Experience with any NDR (Network Detection and Response) or NBAD (Network Behaviour Analysis and Detection) is must.
- Experience with Security Operation Centre tools like NDR, SIEM, EDR, XDR, SOAR, firewalls, IDS/IPS, and other related security infrastructure etc.
- Have understanding of routing & switching protocols. Hands-on experience with packet capture and troubleshooting using Wireshark, awareness of third-party security vulnerabilities, interpretation of threat intelligence feeds, and prioritization of security alerts through triage.
- Experience analysing packet captures (PCAP) and correlating with threat indicators.
- Solid hands-on proficiency in Linux/Unix command line environments.
- Excellent troubleshooting, logical, communication, and customer-facing skills
