Network Support Engineer

About the Role

We are hiring a Technical Support Associate for the Adobe Connect process. The ideal candidate should have strong technical troubleshooting skills, especially in networking, application support, database queries, and basic frontend concepts (HTML, CSS, JavaScript).
You will be responsible for resolving customer-reported issues related to Adobe Connect’s web conferencing and collaboration platform.

Key Responsibilities

• Provide technical support for Adobe Connect customers through chat, email, or phone.
• Troubleshoot issues related to:
• Networking: connectivity, TCP/IP, DNS, VPN, firewall restrictions, proxy settings.
• Application-level troubleshooting for Adobe Connect rooms, audio/video, recording, screen share, etc.
• Database-related issues such as basic SQL queries, understanding logs, and identifying data discrepancies.
• Frontend/browser issues, including HTML rendering, JavaScript errors, browser compatibility, Flash/WebRTC checks.
• Diagnose and resolve web conferencing issues, meeting failures, content upload errors, latency, and performance problems.
• Work with internal teams (engineering, product, cloud operations) when required to escalate complex issues.
• Document case details in the ticketing system (ServiceNow / Jira / CRM).
• Ensure high-quality customer experience through clear communication and timely resolution.
• Follow standard operating procedures (SOPs) and maintain SLAs and KPIs.

Must-Have Skills1. Networking (High Priority)

• Strong troubleshooting experience in:
• TCP/IP
• DNS, DHCP
• VPN
• LAN/WAN basics
• Network latency, packet loss
• Firewall & proxy troubleshooting
• Ability to analyze logs, run network diagnostics (ping, traceroute), and identify connectivity failures.

2. Database / SQL

• Understanding of relational databases.
• Ability to run basic SQL queries.
• Troubleshooting issues involving data mapping, user records, or backend inconsistencies.

3. Frontend / Web Basics

• Hands-on with:
• HTML, CSS, JavaScript (basic understanding)
• Ability to analyze browser console logs for errors.
• Troubleshoot browser compatibility issues, cache issues, WebRTC, cookies, and session-related problems.

4. Technical Support Experience

• Minimum 1 year in technical support / application support / product support.
• Strong problem-solving skills with a focus on root-cause analysis.
• Experience with remote troubleshooting tools and ticketing systems.

Good to Have

• Experience supporting SaaS applications.
• Knowledge of video conferencing platforms (Zoom, Webex, Teams, etc.).
• Familiarity with Linux commands (basic).
• Understanding of cloud platforms (AWS/Azure) is a plus.
• Exposure to Adobe products is an advantage.

Soft Skills

• Excellent verbal and written communication.
• Ability to work independently and in rotational shifts.
• Strong customer handling and stakeholder management.
• Fast learner with an analytical mindset.

Education

• Bachelor’s degree in Computer Science, IT, Engineering, or equivalent technical field.

Job Type: Full-time

Pay: ₹400,000.00 - ₹500,000.00 per year

Benefits:

• Provident Fund

Application Question(s):

• What is your current location?
• Are you comfortable working in rotational shifts?
• What is your current CTC?
• What is your expected CTC?
• What is your notice period?

Work Location: In person