Senior Technical Support Engineer

This role is for one of Weekday’s clients

Min Experience: 10+ years
Location: Mumbai, Maharashtra, India
JobType: full-time

We are seeking a highly skilled and customer-focused Senior Technical Support Engineer with strong expertise in Network Security, Network Detection and Response (NDR), and Security Operations Centre (SOC) environments.

The role involves providing technical support to enterprise customers, troubleshooting complex networking and cybersecurity issues, supporting NDR deployments, and acting as a subject matter expert for network security solutions. The ideal candidate should have strong hands-on experience with network traffic analysis, security monitoring, incident triage, packet analysis, and enterprise security infrastructure.

Key Responsibilities

• Provide hands-on onsite or remote implementation and technical support for enterprise network security and NDR solutions.
• Respond to customer issues through ticketing systems, email, phone, and remote troubleshooting sessions.
• Assist customers and partners with the installation, configuration, integration, tuning, and operationalization of NDR solutions.
• Work closely with customer SOC teams and network engineers to troubleshoot security incidents and reduce incident response and investigation time.
• Analyze network traffic, packet captures (PCAP), NetFlow, and security logs to identify anomalies, troubleshoot issues, and validate threat detection.
• Support SOC setup, alert tuning, security monitoring, and operational processes.
• Troubleshoot complex technical issues and collaborate with Engineering, QA, and Product teams to resolve defects and escalate bugs or feature requests.
• Conduct detailed Root Cause Analysis (RCA) and provide clear, actionable remediation recommendations to customers.
• Investigate and troubleshoot networking and cybersecurity issues across enterprise environments.
• Analyze packet captures and correlate network activity with threat indicators and security events.
• Support security alert triage, prioritization, and incident investigation.
• Maintain accurate case documentation, deployment guides, troubleshooting procedures, solution articles, and knowledge-base content.
• Communicate effectively with customers and internal stakeholders through calls, emails, tickets, and remote sessions.
• Maintain high standards of technical quality, customer service, and documentation.
• Follow information security practices to protect the confidentiality, integrity, and availability of business-critical information assets.

Required Skills & Experience

• Bachelor's degree in Computer Science, Cybersecurity, Information Technology, or a related discipline, or equivalent practical experience.
• 12+ years of experience in Technical Support, SOC, Network Engineering, Cybersecurity, or related technical roles.
• Strong understanding of networking concepts and protocols, including TCP/IP, DNS, DHCP, HTTP, and the OSI model.
• Mandatory experience with NDR (Network Detection and Response) or NBAD (Network Behaviour Analysis and Detection) solutions.
• Hands-on experience with SOC and security technologies such as:
• NDR
• SIEM
• EDR
• XDR
• SOAR
• Firewalls
• IDS/IPS
• Security monitoring and detection infrastructure
• Strong understanding of routing and switching protocols.
• Hands-on experience with packet capture and network troubleshooting using Wireshark or similar tools.
• Experience analyzing PCAP files and correlating network activity with threat intelligence and security indicators.
• Understanding of cybersecurity vulnerabilities, threat intelligence feeds, security events, and alert prioritization.
• Strong experience with Linux/Unix command-line environments.
• Excellent troubleshooting, analytical, logical reasoning, and problem-solving abilities.
• Strong customer-facing communication and stakeholder management skills.
• Ability to work independently while collaborating effectively with Engineering, QA, Product, SOC, and customer teams.

Ideal Candidate

The ideal candidate is an experienced technical support and cybersecurity professional who combines strong networking expertise, SOC experience, NDR knowledge, and customer-facing troubleshooting capabilities.

You should be comfortable working directly with enterprise customers, investigating complex network and security incidents, analyzing packet-level data, identifying root causes, and translating technical findings into practical remediation steps.

Must-Have Skills

• Technical Support
• Network Security
• NDR / Network Detection & Response
• Networking & TCP/IP
• SOC Operations
• Troubleshooting

Good-to-Have Skills

• NDR
• SIEM
• Cyber Threat Hunting (CTH)
• EDR / XDR / SOAR
• Wireshark & PCAP Analysis
• Threat Intelligence
• Linux/Unix