Senior Technical Support Engineer

Position Summary:

Senior Technical Support Engineer

Key Responsibilities

• Provide expert-level technical support for Netwitness products via email, phone, and remote sessions
• Troubleshoot and resolve complex technical issues, including environment-specific problems, configuration errors, and product defects
• Reproduce customer issues in lab environments and perform root cause analysis
• Work closely with Engineering, Professional Services, Product Management, and Sales Engineering teams to drive solutions and product improvements
• Collaborate with global support teams to ensure case progression, accurate documentation, and customer satisfaction throughout the lifecycle of the case
• Mentor and guide junior team members in troubleshooting techniques and product knowledge
• Contribute to internal and external knowledge bases with detailed technical solutions and how-to articles
• Participate in weekend or after-hours on-call support rotations as required in a 24x7x365 support model
  

Requirements

• Minimum of 6-8 years of technical support experience at an enterprise level, preferably in cybersecurity, networking, or IT infrastructure domains
• Strong expertise in Netwitness platform (Logs, Packets, UEBA, Endpoint, Orchestrator)
• Proficient in Linux administration (Red Hat/CentOS); RHCE certification is a strong plus
• Good understanding of SQL and NoSQL (MongoDB) databases
• Familiarity with virtualized environments (e.g., VMware, ESXi, Hyper-V)
• Experience with packet capture analysis, log investigation, and security event correlation
• Strong analytical and debugging skills including core dump/log analysis, performance monitoring, and trace file evaluation
• Excellent communication and documentation skills; ability to explain complex technical topics clearly to both technical and non-technical stakeholders
• Ability to manage multiple priorities, work independently, and drive issues to closure under pressure
  

Preferred Qualifications

• Experience in customer-facing roles such as Customer Support, Technical Support Professional Services, or Engineering Support
• Background in cybersecurity, threat detection, or incident response, added advantage
• Certifications such as GCIA, GCIH, CEH, CISSP, or SANS are a plus
• Prior experience working with global teams and customers in a follow-the-sun support model