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Technical Customer Support Engineer

Technical Customer Support Engineer, Bangalore, supports complex technologies.
Vectra
On-Site
India
Undisclosed salary
Job Description

Vectra AI, a leader in AI-driven threat detection, is seeking a Technical Customer Support Engineer to join their team in Bangalore. This role involves ensuring a positive customer experience and contributing to shaping the global support organization.

Responsibilities:

  • Working a customer-facing third-tier support queue.
  • Deep diagnosis of customer issues, including lab reproduction and source-code analysis.
  • Quantifying customer impact and prioritizing solutions.
  • Engaging with customers and the Sales organization through email, telephone, and remote sessions.
  • Engaging with Engineering teams for workarounds and solutions.
  • Identifying, qualifying, and documenting product, hardware, software, and process improvements.
  • Developing Support processes, tools, and documentation.
  • Developing customer-facing content.
  • Limited on-call/out-of-hours support.
  • Collaborating with colleagues on investigations and escalations.

Requirements:

  • Strong experience supporting an international customer base.
  • At least 5 years in a technical support and/or escalation engineer role.
  • Experience in diagnosis and resolution of complex customer issues.
  • Expertise in Linux-based systems.
  • Good understanding of current security technologies and risks.
  • Excellent understanding of TCP/IP network protocol suite.
  • Basic understanding of SQL and non-SQL databases.
  • Able to work as part of a geographically dispersed global Support team.
  • Initiative to proactively identify new issues.
  • Some exposure to virtual environments.
  • Some exposure to cloud environments and support of cloud/SaaS applications.

Vectra AI offers

  • comprehensive total rewards package, including competitive base pay
  • incentive plan eligibility
  • employee equity plan (stock options)
  • health care insurance
  • income protection / life insurance
  • access to retirement savings plans
  • behavioral & emotional wellness services
  • generous time away from work
  • comprehensive employee recognition program.
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Vectra

Vectra AI is a leader in AI-driven threat detection and response, catering to hybrid and multi-cloud enterprises. Their platform delivers integrated security signals across public cloud, SaaS, identity, and data center networks. Powered by patented Attack Signal Intelligence, Vectra AI empowers security teams to prioritize, investigate, and respond to cyber-attacks efficiently. With numerous patents and vendor references, organizations worldwide rely on Vectra AI to combat modern threats.

All Jobs at Vectra (25)