Sr. Technical Support Engineer

Company Description

NetWitness provides comprehensive and highly scalable threat detection and response capabilities for organizations around the world. The NetWitness Platform delivers complete visibility combined with applied threat intelligence and user behavior analytics to detect, prioritize, and investigate threats, and automate response. This empowers security analysts to be more efficient and stay ahead of business-impacting threats. For more information, visit netwitness.com.

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.

Required Skills & Qualifications

• 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.

Why Join Us

• Work with industry-leading threat detection and response technologies.
• Be part of a global team committed to excellence in customer support and cybersecurity.
• Opportunity to grow into leadership or SME (subject-matter expert) roles.
• Flexible and collaborative work culture with continuous learning.