Network Traffic Support Expert

Weekday AI; Mumbai; On-site; INR 1,000,000 - 2,200,000; Full time

Job summary

Weekday AI in Mumbai, India is seeking an experienced Network Traffic Support Professional to provide advanced technical and customer support for network traffic monitoring, visibility, analysis, and troubleshooting solutions. The role demands a strong mix of networking expertise, problem-solving, and incident management.

The ideal candidate has 10+ years of experience in technical and enterprise network support, with hands-on knowledge of TCP/IP, DNS, DHCP, Wireshark, Linux/Windows, and

Qualifications

• 10+ years of experience in technical support, network support, or enterprise infrastructure.
• Strong hands-on customer-facing technical support and incident management experience.
• Expertise in TCP/IP, Ethernet, DNS, DHCP, HTTP/HTTPS, routing, switching, VLANs, VPNs, and network troubleshooting.

Responsibilities

• Provide advanced technical customer support for network traffic monitoring, visibility, analysis, and troubleshooting solutions.
• Act as a primary technical point of contact for enterprise customers during complex incidents.
• Diagnose network traffic, connectivity, performance, configuration, and application-related issues.
• Analyse network packets, traffic flows, logs, alerts, and other diagnostic information.
• Troubleshoot issues across network infrastructure, operating systems, applications, and solution components.
• Own customer incidents from initial investigation through resolution and closure.
• Manage technical escalations and provide timely, accurate updates.
• Perform root-cause analysis and document findings and preventive actions.
• Collaborate with Engineering, Product, QA, and Development teams to resolve issues.
• Collect logs, packet captures, and other diagnostic artefacts for investigations.
• Support configuration, upgrades, deployments, and troubleshooting activities.
• Identify recurring issues and recommend product/documentation improvements.
• Maintain case records, troubleshooting notes, and knowledge articles.
• Develop and maintain troubleshooting guides and playbooks.
• Monitor support queues and incident priorities.
• Communicate issues and solutions clearly to customers and stakeholders.
• Contribute to critical incident reviews and process improvements.
• Provide mentoring to junior support engineers when required.

Skills

Network support

Customer-facing technical support

Incident management

TCP/IP

DNS

DHCP

HTTP/HTTPS

Routing & Switching

VLANs

VPNs

Wireshark

Linux

Windows

Documentation

Education

Bachelor's degree in Computer Science/Information Technology/Electronics/Networking

Tools

Linux OS

Windows OS

Network monitoring tools

Job description

This role is for one of the Weekday's clients

Salary range: Rs 10000000 - Rs 22000000 (ie INR 10-22 LPA)

Experience: 10+ yrs

Location: Mumbai, Maharashtra, India

Job Type: Full-time

We are looking for an experiencedNetwork Traffic Support Professional to provide advanced technical and customer support for network traffic monitoring, analysis, visibility, and troubleshooting solutions. The role requires a strong combination ofnetworking expertise, technical problem-solving, customer support, and incident management.

The ideal candidate will have extensive experience supporting enterprise customers, diagnosing complex network traffic issues, coordinating with engineering teams, and driving technical problems through to resolution. You will act as a trusted technical point of contact for customers while ensuring timely resolution, clear communication, and a high standard of support.

Key Responsibilities

• Provide advancedtechnical customer support for network traffic monitoring, visibility, analysis, and troubleshooting solutions.
• Act as a primary technical point of contact for enterprise customers during complex incidents and support engagements.
• Diagnose network traffic, connectivity, performance, configuration, and application-related issues.
• Analyse network packets, traffic flows, logs, alerts, system behaviour, and other diagnostic information.
• Troubleshoot issues across network infrastructure, operating systems, applications, and solution components.
• Work with customers to understand business impact, reproduce technical issues, and define appropriate troubleshooting approaches.
• Own customer incidents from initial investigation through resolution and closure.
• Manage technical escalations and ensure customers receive timely, accurate, and transparent updates.
• Perform root-cause analysis and document findings, corrective actions, and preventive recommendations.
• Collaborate with Engineering, Product, QA, and Development teams to resolve complex product and technical issues.
• Collect and analyse logs, configuration details, packet captures, and other diagnostic artefacts required for investigation.
• Support solution configuration, upgrades, deployments, integrations, and troubleshooting activities.
• Identify recurring technical issues and recommend improvements to products, documentation, and support processes.
• Maintain detailed case records, troubleshooting notes, knowledge articles, and technical documentation.
• Develop and maintain troubleshooting guides, FAQs, standard operating procedures, and support playbooks.
• Monitor support queues, incident priorities, response times, and resolution commitments.
• Communicate technical issues and solutions clearly to customers, internal teams, and senior stakeholders.
• Participate in critical incident reviews and contribute to continuous improvement of customer-support operations.
• Provide technical guidance and mentoring to junior support engineers when required.

What Makes You a Great Fit

• 10+ years of experience in technical support, network support, network operations, enterprise infrastructure, or a related technology domain.
• Strong hands-on experience incustomer-facing technical supportand enterprise incident management.
• Excellent understanding ofTCP/IP, Ethernet, DNS, DHCP, HTTP/HTTPS, routing, switching, VLANs, VPNs, and network troubleshooting.
• Strong knowledge of network traffic analysis, packet inspection, traffic flows, monitoring, and network visibility concepts.
• Experience analysing packet captures using tools such asWireshark or similar network-analysis utilities.
• Strong troubleshooting and root-cause analysis capabilities across complex technical environments.
• Experience working with Linux and/or Windows operating systems and enterprise infrastructure.
• Ability to interpret system logs, network traces, configurations, alerts, and diagnostic data.
• Proven experience managing critical customer escalations and production incidents.
• Excellent written and verbal communication skills with the ability to explain complex technical issues clearly.
• Strong customer-service mindset with a focus on ownership, responsiveness, and customer satisfaction.
• Experience collaborating with Engineering, Product, QA, and other technical teams to resolve complex issues.
• Strong documentation, incident reporting, and knowledge-management skills.
• Ability to prioritise multiple customer issues and work effectively in a high-pressure support environment.
• Strong analytical, organisational, and problem-solving skills.
• Ability to work independently while maintaining effective communication with customers and internal stakeholders.
• A Bachelor's degree inComputer Science, Information Technology, Electronics, Networking, or a related disciplineis preferred.