First Line Support Engineer (Afternoon shift)

Checkmarx is the enterprise application security leader and the host of Checkmarx One - the industry-leading cloud-native AppSec platform that helps enterprises build DevSecTrust. Who are we Checkmarx is the leader in application security and ensures that enterprises worldwide can secure their application development from code to cloud. Our consolidated platform and services address the needs of enterprises by improving security and reducing TCO, while simultaneously building trust between AppSec, developers, and CISOs. At Checkmarx, we believe it's not just about finding risk, but remediating it across the entire application footprint and software supply chain with one seamless process for all relevant stakeholders. We are honored to serve more than 1,800 customers, which includes 40 percent of all Fortune 100 companies including Siemens, Airbus, SalesForce, Stellantis, Adidas, Wal-Mart, and Sanofi. What are we looking for We are looking for a technical support engineer to join our First Line Support team. The First Line Support Engineer will be the first to assist our customers with their demanding and complex cases. You will be expected to analyze and understand the problem quickly, suggest a solution, or ask for essential information. You will be expected to learn new products and technologies. In addition, you are expected to have excellent communication and customer service skills. How will you make an impact In this role, you will be responsible for: - Providing the first response to customers mainly via the Salesforce support system and occasional phone calls - Conducting initial analysis and classification of customer cases - Reproducing the issue on a private lab - Using various resources (acquired knowledge, knowledgebase, product documentation, etc.) to solve cases - Gathering essential information needed for the skill-based teams to further handle the case - Smart routing based on the case analysis, route to the correct skill-based team - Contributing to knowledge sharing (writing articles, including Root Cause Analysis (RCA) for resolved cases) - Proactively seeking to exceed customer expectations, leading to high customer satisfaction ratings Requirements What is needed to succeed Required qualifications: - English as a spoken/written language, with excellent communication skills - Excellent problem-solving abilities - BS degree in Information Technology, Computer Science, or relevant field - At least 1 year of proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician, or similar role - Familiarity with Windows/Linux OS environments - Ability to think on one's feet, learn complex products, and discover creative methods to assist customers - Ability to diagnose and troubleshoot technical issues - Ability to provide step-by-step technical help, both written and verbal - Familiarity with IIS, Certificates, Docker Desired qualifications: - Basic experience working with authentication protocols - Basic knowledge of Networking/Internet Services - Familiarity with MS SQL Server - Experience with Salesforce, Confluence, and Trello tools Additional Requirements: - This position is based in Pune, India - Willingness to work a fixed afternoon shift (3:00 PM to 11:00 PM IST) 6 days working days,