Senior Support Engineer

Job Title: Senior Support Engineer – India

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About Lepide:

Lepide is a global provider of enterprise-level data security and compliance solutions, helping organizations safeguard sensitive data, detect insider threats, and meet stringent regulatory requirements. With headquarters in Austin, Texas and a major technology hub in Noida, Lepide offers innovative software solutions used by businesses and government agencies worldwide.

We help organizations by providing enterprise level insight into data and the surrounding systems, whether on-premises or in the cloud.

Statistically…

• We have around 1000 customers across 250 countries globally.
• We have unprecedented customer support with 99% customer satisfaction.
• We are the fastest growing provider of DCAP in the market today.

Role Overview:

Senior Support Engineer

Key Responsibilities:

• Provide expert-level technical support to global enterprise customers across various channels (email, phone, remote sessions).
• Troubleshoot complex deployment, configuration, and performance issues in Windows Server environments, cloud platforms (Microsoft 365, Azure), and hybrid infrastructures.
• Act as an escalation point for Tier 1 and Tier 2 support engineers and guide them in solving high-priority or sensitive issues.
• Collaborate with the product development and QA teams to report bugs, provide customer feedback, and test resolutions.
• Create and maintain technical documentation, knowledge base articles, and SOPs to drive support efficiency.
• Identify patterns in customer issues and recommend product or process improvements.
• Contribute to internal training programs and mentor junior engineers on tools, technologies, and customer service best practices.
• Ensure SLAs and KPIs are consistently met or exceeded.
• Assist with customer onboarding, implementation guidance, and post-sales technical engagements as needed.

Required Qualifications:

• Bachelor’s degree in Computer Science, IT, or a related field (B.Tech, MCA, etc.).
• 5–8 years of experience in technical support, preferably in enterprise software, cybersecurity, or infrastructure management domains.
• Strong technical proficiency in:

• Windows Server

  ,

  Active Directory

  ,

  Group Policy

  ,

  File Servers

• Microsoft 365

  ,

  Azure AD

  ,

  Exchange Server

  ,

  SharePoint

• SQL Server

  (basic query writing, troubleshooting connectivity/performance issues)

• PowerShell

  scripting for automation and diagnostics
• Experience with support tools (e.g., Freshdesk, Jira, TeamViewer, Zoho Assist).
• Exceptional analytical and troubleshooting skills, with the ability to diagnose deeply rooted or uncommon issues.
• Excellent verbal and written communication skills with a strong focus on customer satisfaction.

Preferred Qualifications:

• Microsoft certifications (e.g.,

  MCSA

  ,

  MCSE

  ,

  Azure Administrator Associate

  ).
• Exposure to

  SIEM

  ,

  data loss prevention (DLP)

  , or

  compliance

  software.
• Experience working with global customers and in 24x7 support environments.
• Prior experience supporting or deploying Lepide products is a strong plus.

What We Offer:

• Competitive compensation and annual performance bonuses.
• Health insurance, wellness programs, and leave benefits.
• Hybrid work environment with flexibility and autonomy.
• A collaborative, supportive team culture with mentorship opportunities.
• Continuous learning opportunities and access to the latest tech in data security.