Technical Product Expert - Support

About Prophaze

Prophaze is a next-generation cybersecurity firm redefining how the digital world stays secure. As a global leader in AI-powered application security, we provide a fully autonomous platform that shields enterprises, SaaS providers, and cloud-native businesses from sophisticated cyber threats. By leveraging cutting-edge Artificial Intelligence and Machine Learning, we go beyond traditional firewalls to offer proactive, real-time protection. At Prophaze, freshers don’t just learn—they help build the "Great Firewall" of the future, working with Kubernetes-native security and advanced threat intelligence in a fast-paced, innovation-driven environment. We foster an inclusive, collaborative culture where your "true self" is welcome and your curiosity is rewarded. Join us to solve complex security challenges alongside industry experts and make a tangible impact on global digital safety.

Key Responsibilities:

● Provide L1 technical support to customers via email, chat, and video calls (e.g., Zoom/Meet/Slack) for Prophaze WAF, WAAP, and API security products. ● Troubleshoot issues related to DNS routing, reverse proxy/ingress configuration, SSL/TLS, HTTP/HTTPS traffic flows, and basic Kubernetes or cloud setup as used with Prophaze deployments. ● Monitor customer deployments and basic dashboards/logs to identify anomalies, false positives, or performance issues and escalate to senior engineers when required. ● Assist in onboarding new customers by guiding them through initial configuration steps (DNS change, certificate setup, basic rule and policy configuration). ● Document issues, solutions, and known errors in internal knowledge base articles and update runbooks for recurring scenarios. ● Collaborate with product, security, and DevOps teams by clearly summarizing customer problems, logs, and reproduction steps for advanced troubleshooting. ● Maintain a high standard of customer satisfaction with timely responses, clear communication, and professional follow‑through on open tickets.

Required skills and qualifications:

● Bachelor’s degree in Computer Science, IT, Electronics, or related field. ● Strong fundamentals in networking (TCP/IP, HTTP/HTTPS, DNS, SSL/TLS), Linux basics, and web technologies. ● Excellent verbal and written communication skills; ability to explain technical issues in simple language to customers. ● Readiness to work in shifts or on‑call rotations as needed for a 24x7x365 security support environment. ● High ownership mindset. Good to have ● Prior internship or project work in technical support, NOC, cloud operations, or security operations. ● Familiarity with any scripting language (Python, Bash, etc.) for basic automation and log parsing. ● Curiosity to learn modern cloud‑native security tooling, and comfort working in a fast‑paced startup environment.Good understanding or coursework exposure to cloud, containers, or Kubernetes concepts is a plus. ● Basic familiarity with cybersecurity concepts such as OWASP Top 10, WAF, API security, and DDoS is an advantage, with willingness to learn deeply on the job.