Technical Support Engineer

Partner One Capital

IndiaremotePosted 2 days ago

Skill Required

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Key highlights

Role: Technical Support Engineer II (TSE 2) on global Customer Support team
Required experience: 3–5 years in Technical Support, System Administration, or related role
Key benefit: Competitive compensation and benefits package, plus professional growth with learning and certification opportunities
Notable requirement: Strong troubleshooting skills in at least 2 of 4 technical domains (OS, networking, security, databases/applications)
Key responsibilities include troubleshooting complex cross-product issues, mentoring junior TSE 1 engineers, and collaborating with Engineering/QA/Product to drive improvements
On-call expectation: Participation in 24x7 on-call rotations, weekend shifts, or critical incident response as needed

Role overview

We are seeking a Technical Support Engineer II (TSE 2) to join our global Customer Support team, a role ideal for candidates with a strong technical foundation who are eager to grow into subject matter experts. In this position, you will troubleshoot complex customer technical issues, collaborate with engineering and product teams, and drive customer satisfaction through timely, effective solutions. As a TSE 2, you will go beyond basic troubleshooting to perform in-depth technical analysis, mentor junior TSE 1 engineers, and take full ownership of technical cases from initial intake to closure.

Responsibilities

Serve as the primary technical contact for customers, managing support cases from initial intake through resolution.
Troubleshoot, analyze, and resolve complex technical issues across product areas (networking, security, OS, applications, etc.)
Reproduce customer issues in lab environments and document clear findings for Engineering escalation when required.
Collaborate with Engineering, QA, and Product teams to drive bug fixes and product improvements.
Mentor and assist TSE 1 engineers in case handling, best practices, and technical skill development.
Ensure timely updates and clear communication with customers on case progress and action plans.
Document solutions, troubleshooting steps, and knowledge base articles to enhance team efficiency.
Participate in 24x7 on-call rotations, weekend shifts, or critical incident response as needed.
Contribute to process improvements and best practices to improve customer experience.

Requirements

Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent hands-on experience).
3–5 years of experience in Technical Support, System Administration, or a related role.
Strong troubleshooting skills in at least two of the following areas: Operating Systems: Windows, Linux/Unix; Networking: TCP/IP, DNS, VPN, Firewalls, Routing; Security Technologies: SIEM, IDS/IPS, endpoint security, SSL/TLS, PKI; Databases/Applications: SQL, log analysis, application troubleshooting
Familiarity with virtualization platforms (VMware, Hyper-V, or similar) and cloud technologies (AWS, Azure, GCP).
Excellent problem-solving, analytical, and communication skills.
Ability to handle high-pressure situations with professionalism and empathy.

Nice to have

Certifications such as CCNA, RHCSA, CEH, Security+, or equivalent.
Experience with enterprise security products, SIEM tools, or incident response.
Prior experience working with global customers in a 24x7 support environment.
Ability to script or automate tasks (Python, PowerShell, Bash, etc.) is a plus.

Benefits

Opportunity to work with cutting-edge security technologies and enterprise customers.
Collaborative, diverse, and fast-paced work environment.
Professional growth with learning and certification opportunities.
Competitive compensation and benefits package.