Associate Technical Support Engineer

We are seeking a Associate Technical Support Engineer to join the Critical Start Technologies Private Ltd. team, operating under the Critical Start umbrella, for our India operations. This person would help deliver successful security outcomes while providing an exceptional customer experience. The ideal candidate will be a detail-oriented individual with experience providing email, telephone, and chat-based support to security and IT teams in a SaaS or Enterprise environment.

This candidate will have experience managing inbound support requests, responding to automated alerts from internal systems, investigating break/fix requests, and documenting necessary information for escalation to engineering teams for effective resolution.

A strong ability to problem-solve, collaborate effectively, and engage the right people without overcommitting resources, while ensuring customers are kept informed, is essential for this role. Please note, this role will require working during IST night shifts (5:30pm - 2:30am IST). 

The Associate Technical Support Engineer will provide the first line of support to Critical Start customers, ensuring accurate and timely ticket handling for break/fix, bug, and enhancement requests across Endpoint, SIEM, and security-focused tools.

You will collaborate with internal teams to restore services for critical systems and act as incident manager for major issues from initiation to resolution, including delivering a root cause analysis (RCA) to customers.

This role involves managing ticket queues to meet or exceed KPIs, communicating customer risks to Sales and Customer Success, and contributing to knowledge sharing through documentation. Additionally, you will collaborate with R&D, Development, and Product teams to relay feedback, participate in ongoing training to support your professional growth, and create, author, and review knowledge articles that empower team members and enhance the customer experience.

Required Qualifications:

• 2+ years of experience in customer support, customer success, or account management with a SaaS, Cloud, or Security provider (MSP/MSSP).
• 2+ years of direct experience in technical customer support.
• Proven experience in facilitating communication, problem resolution, and incident management.
• Strong written and verbal communication skills.
• A collaborative approach to problem-solving, ensuring the right people are involved without adding unnecessary complexity.
• Familiarity with using ticketing systems to intake, track, manage, and resolve customer requests and incidents.
• Ability to build relationships and communicate effectively with internal teams to help deliver positive customer outcomes.
• Ability to participate in on-call rotations to provide timely support and ensure continuous service availability.
• Ability to work IST night shift (5:30pm - 2:30am IST).

Desired Qualifications:

• AI cybersecurity experience is an additional advantage.
• 2+ years of experience with Azure Sentinel, Splunk, or a similar SIEM platform; including configuration, log source health validation, and connector configuration.
• Experience working with SIEM products, preferably Splunk Enterprise, SplunkCloud, Microsoft Sentinel, SumoLogic, and/or Devo.
• Experience in setting up and configuring forwarding solutions, such as Heavy Forwarders, Universal Forwarders, Microsoft AMAs, and Devo Relays.
• Proficiency in search query languages, such as SPL, KQL, and SQL.
• Working knowledge of Linux command-line interface (CLI).