L2 Support Engineer - Cybersecurity

Flying Stars; Hyderabad; In loco; INR 1.200.000 - 2.400.000; Tempo pieno

Descrizione del lavoro

Flying Stars is seeking an escalation engineer to own complex, technically ambiguous customer problems across Proofpoint / Zscaler. You will diagnose interactions across policies, identities, endpoints, email, networks and SaaS services, designing safe corrective actions and durable improvements.

You will lead triage-to-resolution, coordinate multiple teams, test hypotheses, and communicate status while avoiding quick fixes. Strong troubleshooting and log analysis are essential.

Competenze

• Escalation engineering and advanced troubleshooting demonstrated in product support.
• Strong foundations in TCP/IP, DNS, TLS/certificates, HTTP/S, email delivery and authentication.
• Experience diagnosing identity/access, endpoint behavior and cloud/SaaS concepts.
• Ability to analyze logs, reproduce issues and articulate investigation steps.
• Mentorship and collaboration with teams to drive durable fixes and playbooks.

Mansioni

• Take ownership of escalated and technically ambiguous customer problems across Proofpoint / Zscaler product.
• Lead complex cases from triage through resolution, establish impact, create timelines and coordinate teams.
• Investigate product behavior, policy outcomes, mail-flow findings and logs; identify root causes.
• Support deployment, upgrades, migrations, health checks and operational improvements.
• Define validation steps, rollback plans and customer communications.
• Conduct root-cause analysis and produce customer-ready technical notes and preventive recommendations.
• Engage vendor support with concise reproduction steps and proper evidence.
• Coach L1 engineers and review handovers to prevent recurring issues; promote repeatability through automation.

Conoscenze

Escalation engineering

Advanced troubleshooting

Product support

TCP/IP knowledge

DNS TLS

Email delivery

Identity access

Log analysis

Cloud SaaS concepts

Descrizione del lavoro

Take ownership of escalated and technically ambiguous customer problems across Proofpoint / Zscaler product. Diagnose interactions between policies, identities, endpoints, email, networks, SaaS/cloud services and integrations; design safe corrective actions; and turn repeat incidents into durable fixes, better runbooks and improved team capability.

Key responsibilities

Lead complex cases from triage through resolution: establish impact and scope, build a timeline, identify dependencies, test hypotheses, communicate status and coordinate the right teams.

Investigate product behavior, policy outcomes, agent health, identity and permission issues, mail-flow/message-trace findings, DNS/TLS/connectivity, APIs and logs, and integration or configuration drift.

Support deployment, onboarding, policy tuning, upgrades, migrations, health checks and operational improvements.

Define pre-change checks, risk, validation steps, customer approval and rollback plans. Investigate Proofpoint DLP, DSPM and Email Security use cases, including rule/policy outcomes, data discovery context, exposure findings, false positives/negatives, mail delivery and detection gaps, based on assigned product scope.

Conduct root-cause analysis that distinguishes trigger, root cause, contributing factors and corrective/preventive action.

Verify the fix and explain residual risk and customer action required.

Engage vendor support with concise reproduction steps, sanitized logs, environment/version details, timestamps, tests already performed and a clear statement of expected versus observed behavior.

Coach L1 engineers, review complex handovers, identify recurring ticket patterns and collaborate with pre-sales/delivery to validate supportability and prevent expectation gaps.

Use automation, scripts or approved AI assistance where appropriate to improve repeatability, but review outputs, protect customer information and validate changes before operational use.

Complex-case expectations Work with incomplete or conflicting evidence and explain what is known, unknown and being tested.

Prioritize by business impact, data/security exposure and blast radius, not only ticket age or customer pressure.

Preserve evidence and collaborate with SOC/incident response for suspected compromise; keep troubleshooting changes separate from incident containment decisions where required.

Avoid "quick fixes" that weaken security, mask telemetry or disrupt production.

Use least privilege, approvals, peer review and rollback plans for material changes.

Advantageous

Hands-on exposure to one or more cybersecurity products or adjacent technologies: DLP, DSPM/data security, email gateways, SSE/SASE, ZTNA, firewalls, VPN, endpoint security, cloud security or SIEM/log analytics.

Experience with APIs, scripting, configuration exports, packet/log analysis, cloud environments or enterprise email platforms.

Relevant vendor or industry certifications. Certification alone should not substitute for troubleshooting evidence.

Requirements:

• Escalation engineering, Advanced troubleshooting and product support
• Strong practical foundations in TCP/IP, DNS, TLS/certificates, HTTP/S, email delivery and authentication, identity/access, endpoint behavior, cloud/SaaS concepts and log-based diagnosis
• Demonstrable experience troubleshooting issues with multiple possible causes and dependencies; can articulate the investigation sequence, evidence used, tests ruled out and final resolution.
• Ability to perform root-cause analysis and produce customer-ready technical notes, change plans, known-error articles and preventive recommendations
• Judgment under pressure: manages competing priorities, communicates technical risk, handles disagreement professionally and escalates security-impacting cases without delay
• Able to mentor others, coordinate vendor/customer/internal teams and explain complex matters without unnecessary jargon