Product Support Engineer

Provide expert-level support (Level 2/3) for application security, collaborating

with customers, partners, and internal teams.

Troubleshoot complex technical issues, including performancebottlenecks,

system crashes, and security vulnerabilities.

Deliver training sessions and create educational content to enhance team

knowledge.

Manage customer escalations, offering effective solutions while adhering to

service level agreements (SLAs).

Analyze support trends and work with product teams to improve our security

offerings.

Mentor junior engineers and contribute to the knowledge base with guides and

technical articles.

Required Skills:

8+ years in technical support, specializing in network security and operating

systems (Linux/UNIX).

Strong understanding of internet security, TCP/IP, HTTP, firewalls, and cloud

ecosystems (AWS, Azure, GCP).

Proficiency with tools like Wireshark, OpenSSL, and curl.

Excellent communication and problem-solving skills.

Ability to quickly grasp and apply new technologies and processes.

Preferred Qualifications:

• Experience in scripting (Perl, Python, Shell) and knowledge of CRM systems(Salesforce, Jira).