Job Title

Position SummaryWe are seeking Technical Support EngineersYou will support both on-premises and cloud-based deployments, including AWS-hosted instances, and play a key part in delivering world-class technical assistance across time zones as part of our 24×7 model.This role operates within a rotating 24×7 support schedule with overlapping regional coverage.Core Responsibilities- Serve as the first point of contact for customers via ticketing system, email, chat, and remote session. - Diagnose and resolve product issues for Scrutinizer, FlowPro, Replicator, and Endpoint Analytics. - Collect and analyze logs, configuration data, and network flow information to isolate root causes. - Guide customers through configuration, connectivity, and upgrade issues in both on-prem and AWS environments. - Escalate product defects and complex issues to senior support or engineering following defined workflows. - Maintain accurate case documentation and contribute to internal knowledge articles. - Adhere to SLAs, shift schedules, and escalation protocols to maintain consistent service delivery.Technical RequirementsCandidates should demonstrate strong diagnostic skills and a working knowledge of enterprise IT environments.- 4-6 years of experience in technical support or network/system administration roles. - Strong troubleshooting and analytical skills, able to form and test hypotheses methodically. - Hands-on experience with Linux OS (CLI operations, service management, log review). - Solid understanding of network fundamentals such as TCP/IP, routing, SNMP, and DNS. - Familiarity with cloud environments (AWS preferred): understanding of VPCs, subnets, security groups, and how virtual appliances are deployed and accessed. - Comfort with virtualization platforms such as VMware ESXi, Hyper-V, or KVM. - Clear written and verbal English communication skills.Preferred / Nice to Have- Experience with NetFlow/IPFIX or similar network telemetry tools. - Exposure to network monitoring or security analytics platforms. - Basic scripting (Bash or Python) for diagnostics and log parsing. - Familiarity with PostgreSQL or similar databases. - Certifications such as CCNA, CompTIA Network+, or Linux+ are a plus.Key Qualities for Success- Customer-first mindset: patient, thorough, and focused on clear resolution. - Curious and proactive, asking the right questions rather than jumping to assumptions. - Self-motivated learner who adapts quickly to new technologies. - Strong sense of ownership and accountability in a remote team environment.PurposeEvery interaction you handle helps enterprise customers maintain visibility, performance, and security across their networks.