Associate Technical Support Engineer
Trellix
- Bangalore, Karnataka
- Permanent
- Full-time
- Interact with customers via phone/email to resolve customer issues in a timely manner.
- Provide remote support to resolve product related issues during the POC (Proof of Concept) & post-deployment phase, through research and troubleshooting.
- Debug system level problems in a multi-vendor, multi-protocol network environment with high-level technical expertise on complex issues.
- Evaluate the scope for timely escalation and ensure that critical problems are addressed as per the priority.
- Resolve all technical issues, clearly documenting the analysis and customer communication and action items within the SLA post engagement.
- A bachelor’s degree in computer science or information technology with 2+ years of technical support experience in a large enterprise organization
- A solid understanding of technical support processes and customer management
- Excellent multi-tasking skills with the ability to work well under pressure
- Sound fundamentals of TCP/IP, HTTPs, SSO-SAML, SAAS understanding
- Solid, in-depth knowledge of Networking & Security Concepts
- Demonstrated a detail-orientation toward quality, results, and goal achievement
- A solid understanding of OSI Model, TCP/IP protocol suite (IP, ICMP, TCP, UDP, SNMP, FTP, TFTP, SMTP
- An excellent understanding on application layer protocols (HTTP-HTTPs/SSL), PKI, Network Security – Firewalls/Proxy and SIEMs
- Experience in packet capture/analysis with tcpdump and Wireshark
- Experience in reading and analyzing log files
- Industry relevant certification such as AWS, Azure, GCP (Google Cloud Platform), CISSP, Cisco, CEH (Certified Ethical Hacker)
- Knowledge of Java and SQL
- Scripting language (e.g., Perl, python) experience
- An understanding of cloud platforms like Azure, O365 suite, AWS (Amazon Web Services), Salesforce
- A good understanding of Linux/Unix
- Pension and Retirement Plans, helping you plan for your future
- Comprehensive Benefit Coverage
- Relax and Recharge! We give excellent Paid Time Off
- Paid Parental Leave
- Support for Community Involvement and Volunteering
- Retirement Plans
- Medical, Dental and Vision Coverage
- Paid Time Off
- Paid Parental Leave
- Support for Community Involvement