Customer Support Engineer

Hakimo; Bengaluru; On-site; INR 600,000 - 800,000; Full time

Benefits offered by this job

Competitive salary and equity options

Health plans similar to large SaaS companies

Flexible work arrangements

Opportunities for learning and professional development

Job summary

Hakimo is looking for a Customer Support Engineer in Bengaluru, India, who will be the primary point of contact for technical inquiries and troubleshooting related to the Hakimo AI SaaS platform. You will work closely with various teams to ensure customer satisfaction.

The ideal candidate should have a Bachelor’s degree in a related field and solid networking knowledge. The position offers competitive salary, health benefits, and a chance for professional growth.

Qualifications

• Solid understanding of TCP/IP, UDP, TLS, DNS, HTTP, DHCP.
• Understanding of IP Cameras, NVRs, and video resolutions.
• Familiarity with ticketing systems and cloud environments.

Responsibilities

• Triage and resolve technical support cases via phone, email, and chat.
• Document all customer interactions and technical issues.
• Perform root cause analysis and create formal reports.

Skills

Troubleshooting

Problem-solving

Networking

Communication

Documentation

Education

Bachelor's degree in Information and Computer Technology, Cybersecurity, Networking, IT Security, or related field

Tools

Zendesk

Linux operating systems

APIs

Job description

Bengaluru, India | Full-Time

Who We Are

Hakimo s AI-powered security agent delivers real-time threat detection, proactive deterrence, and seamless monitoring to safeguard businesses around the clock. Hakimo was founded with a bold vision: to bring cybersecurity-grade intelligence to physical security.

Our mission is to revolutionize the security industry with AI-powered monitoring tools and services, creating a future where security is proactive, intelligent, and seamlessly integrated eliminating threats before they escal… ensuring complete end-to-end protection for businesses everywhere.

About the Role

Hakimo is seeking a Customer Support Engineer to be the primary point of contact for technical inquiries, troubleshooting, and issue resolution for our customers. This individual will manage and resolve technical support cases related to the Hakimo AI SaaS platform and its integration with customer s physical security systems. You will work closely with Engineering, Sales - AEs, CSMs teams to ensure customer satisfaction and product improvement. A Customer Support Engineer at Hakimo is a hands‑on individual with strong problem‑solving skills and knowledge of networking concepts and physical security. You will be reporting into the Customer Engineering Organization based in the US. We are looking for individuals who can match our fast‑paced environment and learn quickly! You will join a team of highly motivated individuals delivering impactful results for the company using the latest cutting‑edge computer vision AI technology.

What Youll Do

• Triage, manage, and resolve incoming technical support cases via phone, email, and chat, ensuring timely and effective resolution.
• Troubleshoot and diagnose complex technical issues related to the Hakimo AI SaaS platform, on‑premise components, networking, and physical security devices (IP Cameras, NVRs, Access Control Systems).
• Document and track all customer interactions, technical issues, and resolutions in our ticketing system.
• Escalate high‑priority or unresolved issues to the Product Engineering team, providing clear and detailed technical descriptions and context.
• Perform Root Cause Analysis, Short Term Fix and Long Term Fix with formal report creations.
• Create and maintain knowledge base articles, technical documentation, and FAQs to empower customers for self‑service.
• Collaborate cross‑functionally with Sales, Customer Success, and Engineering to advocate for the customer and drive product improvements.
• You will be working in coordination with a US based point of contact on a daily basis.

What Youll Bring

• Bachelors degree in Information and Computer Technology, Cybersecurity, Networking, IT Security, Computer Engineering or related degree from an accredited university.
• Demonstrate a solid understanding of TCP/IP, UDP, TLS, DNS, HTTP, DHCP, Routers, Switches, NAT, VLANs and L2 devices.
• Understanding about IP Cameras, NVRs, Video Resolutions, ONVIF, RTSP etc.
• Functional knowledge of SaaS and Cloud environments is desired.
• Exhibit outstanding written and verbal communication skills, along with effective presentation abilities.
• Excellent account management, follow‑through, and attention to detail.
• Familiarity with ticketing systems such as Zendesk or similar.
• Flexible mindset and positive attitude with a strong desire to learn.
• Experience working with IT infrastructure, Linux operating systems, Virtual Machines, APIs, HTTP Servers, VLC players etc.
• Familiarity with scripting languages such as Python, Shell etc. is a plus for troubleshooting and automation.
• Industry certifications are a plus: Network, Security, CCNA, AWS Solutions Architect, etc.
• This role requires that you be on‑site 5 days a week.

Benefits

• Competitive salary and equity options
• Health plans similar to large SaaS companies
• Flexible work arrangements
• Opportunities for learning, growth, and professional development