Job Summary:
We are looking for a highly skilled and customer-focused Technical Support Engineer with expertise in Network security tools and experience 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 Level 1/Level 2 support for Vehere AI-Network Security solutions to enterprise customers.
- Analyse and troubleshoot network traffic data, packet captures (PCAPs), and logs to identify threats and resolve product-related issues.
- 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 with installation, configuration, integration, and tuning of NDR tools in their environment.
- Conduct root cause analysis (RCA) and provide detailed and clear resolution paths.
- Work closely with Security Operations Center (SOC) teams and network engineers to reduce dwell time in incident responses.
- 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.
- 3+ 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 Security Operation Center tools like SIEM, EDR, XDR, SOAR and firewalls, IDS/IPS, and other security infrastructure etc.
- Experience with any NDR (Network Detection and Response) or NBAD (Network Behaviour Analysis and Detection) will be an advantage.
- Familiarity with Wireshark tool, vulnerabilities, Importance Threat Intell feed and alert triage.
- Experience analysing packet captures (PCAP) and correlating with threat indicators.
- Proficiency in Linux/Unix command line environments.
- Excellent troubleshooting, logical, communication, and customer-facing skills.
