Product Support Engineer – Cloud Security

Persistent Systems; Pune District; Hybrid; INR 800,000 - 1,600,000; Full time

Benefits offered by this job

Hybrid work

Group term life insurance

Personal accident insurance

Mediclaim hospitalization

Quarterly growth opportunities

Education and certifications sponsored

Long service awards

Flexible work hours

Job summary

Persistent Systems is seeking a highly motivated Product Support Engineer (Cloud Security) to act as a technical escalation expert. You will troubleshoot cloud security platforms, SASE, Zero Trust, ZTNA, and related networking issues, collaborating with Engineering, DevOps, and Product teams to resolve complex customer problems.

The role requires hands-on experience with Netskope, Wireshark, TCPDump, and related tools, plus strong communication skills for customer interactions and case

Qualifications

• Bachelor's degree in Computer Science, Information Technology, Cyber Security, Engineering, or a related discipline.
• 2-8 years of experience in Product Support, Technical Support, Cloud Security, Network Security, or Infrastructure Support roles.
• Strong understanding of TCP/IP, DNS, DHCP, Routing & Switching, VPNs, Firewalls, and Load Balancing.

Responsibilities

• Act as the primary technical escalation engineer for critical and high-priority customer issues.
• Troubleshoot advanced networking, cloud security, and infrastructure-related problems including connectivity, latency, authentication, policy enforcement, and access control issues.
• Communicate directly with customers through video calls, phone calls, emails, and case management systems.
• Provide timely customer updates, resolution plans, and technical guidance throughout the support lifecycle.
• Support and troubleshoot Cloud Security, SASE, Zero Trust, ZTNA, CASB, SWG, and related security platforms.
• Perform detailed analysis of network traffic using tools such as Wireshark, TCPDump, Netmon, and packet capture utilities.
• Diagnose issues involving TCP/IP, DNS, DHCP, Routing, Switching, VPNs, Firewalls, Load Balancers, and Proxy technologies.
• Support cloud-delivered security solutions including Netskope and similar Secure Service Edge platforms.
• Troubleshoot SSL/TLS decryption, authentication, SSO, policy enforcement, and secure access issues.
• Work closely with Engineering, DevOps, and Product teams to identify product defects and drive issue resolution.
• Participate in root cause analysis and contribute to platform improvements.
• Support Linux, Unix, Windows, Active Directory, and LDAP environments.
• Create and maintain troubleshooting guides, technical documentation, and knowledge base articles.
• Drive proactive customer success initiatives by identifying potential risks and recommending best practices.
• Manage support cases and collaborate across teams using Salesforce, Jira, Slack, and other operational tools.
• Contribute to continuous service improvement and customer experience enhancement initiatives.
• Stay updated on emerging cloud security threats, technologies, and best practices.

Skills

Escalation handling

Troubleshooting

Customer communication

Networking fundamentals

Cloud security

SASE

Zero Trust

ZTNA

SSL/TLS decryption

Linux/Unix

Education

Bachelor's degree in CS/IT/Cyber Security

Tools

Netskope

Wireshark

TCPDump

Netmon

Salesforce

Jira

Slack

Job description

We are seeking a highly motivated Product Support Engineer Cloud Security with expertise in Cloud Security, SASE, Zero Trust, and Enterprise Networking technologies. The ideal candidate will serve as a technical support expert and escalation engineer responsible for resolving complex customer issues involving networking, cloud infrastructure, and modern security platforms. This role requires strong troubleshooting skills, customer engagement capabilities, and hands-on experience with cloud security technologies such as Netskope, SASE, ZTNA, CASB, and Zero Trust frameworks. The successful candidate will work closely with Engineering, DevOps, Product Management, and Customer Success teams to drive issue resolution, improve platform stability, and enhance customer experience.

• Location: All Persistent Locations
• Experience: 2 to 8 Years
• Job Type: Full-Time Employment

What You'll Do:

• Act as the primary technical escalation engineer for critical and high-priority customer issues.
• Troubleshoot advanced networking, cloud security, and infrastructure-related problems including connectivity, latency, authentication, policy enforcement, and access control issues.
• Communicate directly with customers through video calls, phone calls, emails, and case management systems.
• Provide timely customer updates, resolution plans, and technical guidance throughout the support lifecycle.
• Support and troubleshoot Cloud Security, SASE, Zero Trust, ZTNA, CASB, SWG, and related security platforms.
• Perform detailed analysis of network traffic using tools such as Wireshark, TCPDump, Netmon, and packet capture utilities.
• Diagnose issues involving TCP/IP, DNS, DHCP, Routing, Switching, VPNs, Firewalls, Load Balancers, and Proxy technologies.
• Support cloud-delivered security solutions including Netskope and similar Secure Service Edge platforms.
• Troubleshoot SSL/TLS decryption, authentication, SSO, policy enforcement, and secure access issues.
• Work closely with Engineering, DevOps, and Product teams to identify product defects and drive issue resolution.
• Participate in root cause analysis and contribute to platform improvements.
• Support Linux, Unix, Windows, Active Directory, and LDAP environments.
• Create and maintain troubleshooting guides, technical documentation, and knowledge base articles.
• Drive proactive customer success initiatives by identifying potential risks and recommending best practices.
• Manage support cases and collaborate across teams using Salesforce, Jira, Slack, and other operational tools.
• Contribute to continuous service improvement and customer experience enhancement initiatives.
• Stay updated on emerging cloud security threats, technologies, and best practices.

Expertise You'll Bring:

• Bachelor's degree in Computer Science, Information Technology, Cyber Security, Engineering, or a related discipline.
• 2-8 years of experience in Product Support, Technical Support, Cloud Security, Network Security, or Infrastructure Support roles.
• Strong understanding of networking fundamentals including TCP/IP, DNS, DHCP, Routing & Switching, VPNs, Firewalls, and Load Balancing.
• Hands-on experience troubleshooting enterprise networking and cloud connectivity issues.
• Strong knowledge of Cloud Security architectures and security best practices.
• Experience working with SASE (Secure Access Service Edge) platforms and architectures.
• Good understanding of Zero Trust and Zero Trust Network Access (ZTNA) concepts.
• Hands-on exposure to Netskope or similar cloud security platforms.
• Working knowledge of CASB, Secure Web Gateway (SWG), SSL/TLS Decryption, DLP, and Cloud Security technologies.
• Experience supporting network security solutions including NGFW, SSL VPN, IPSec VPN, Proxy Servers, SSO, and Encryption Gateways.
• Strong experience with Linux/Unix and Windows operating systems.
• Knowledge of Active Directory, LDAP, and Identity & Access Management concepts.
• Advanced troubleshooting skills using Wireshark, TCPDump, Netmon, Ping, Traceroute, and related diagnostic tools.
• Experience handling customer escalations and managing critical support cases.
• Strong analytical and problem-solving abilities.
• Excellent customer-facing communication and presentation skills.
• Ability to explain complex technical concepts to both technical and non-technical audiences.
• Experience collaborating with Engineering, DevOps, Product, and Customer Success teams.
• Familiarity with Salesforce, Jira, Slack, and support workflow management platforms.
• Strong documentation and technical writing skills.
• Customer-first mindset with a proactive and solution-oriented approach.
• Ability to work effectively in a fast-paced, high-pressure support environment.
• Competitive salary and benefits package
• Culture focused on talent development with quarterly growth opportunities and company-sponsored higher education and certifications
• Opportunity to work with cutting-edge technologies
• Employee engagement initiatives such as project parties, flexible work hours, and Long Service awards
• Insurance coverage: group term life, personal accident, and Mediclaim hospitalization for self, spouse, two children, and parents

Values-Driven, People-Centric & Inclusive Work Environment:

Persistent is dedicated to fostering diversity and inclusion in the workplace. We invite applications from all qualified individuals, including those with disabilities, and regardless of gender or gender preference. We welcome diverse candidates from all backgrounds.

• We support hybrid work and flexible hours to fit diverse lifestyles.
• Our office is accessibility-friendly, with ergonomic setups and assistive technologies to support employees with physical disabilities.
• If you are a person with disabilities and have specific requirements, please inform us during the application process or at any time during your employment

"Persistent is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind."