Production Support

SecPod Careers; Bengaluru; On-site; INR 420,000 - 660,000; Full time

Job summary

SecPod is seeking a Product Support Engineer to join our Global Support Team. You will bridge our patch management and vulnerability management products with diverse customer environments, helping resolve complex issues and contributing to cyber safety.

You will collaborate with product, engineering, and sales teams, support NASA and EMEA customers on rotating shifts, and publish knowledge base articles to enable faster resolutions.

Qualifications

• 0–2 years of customer-facing or technical support experience in enterprise settings.
• Solid understanding of cross‑platform OS (Linux, Mac OS, Windows).
• Hands‑on with REST APIs, Postman, and basic debugging of HTTP and auth errors.
• Familiar with cloud platforms (AWS, Azure, GCP) and container/infra tools.
• Experience with ticketing systems like JIRA, Zendesk or Salesforce.

Responsibilities

• Provide technical support for patch management, vulnerability management, and compliance auditing software.
• Analyze customer environments and reproduce issues in controlled lab setups.
• Collaborate with Development, Security Intelligence, Operations, and Sales to resolve cases.
• Review vulnerability scans, system audits, and logs to identify security issues.
• Create KB articles and publish them for self‑help and support teams.
• Communicate effectively with NASA/EMEA customers on rotational shifts.
• Help drive product improvements by relaying customer feedback to PM/R&D.

Skills

Linux

Mac OS

Windows

REST APIs

Postman

Cloud platforms

Docker

Terraform

Kubernetes

Networking

Virtualization

Education

BE/B.Tech (CS/IT/EC)

MCA/MSc (CS/IT)

Equivalent degree

Tools

JIRA

Zendesk

Salesforce

Job description

SecPod is a global, prevention-first cybersecurity company helping enterprises reduce cyber risk through proactive vulnerability and exposure management, automated remediation, endpoint security, and AI-driven cloud security. Through the Saner Platform, SecPod enables organizations to strengthen security posture across endpoints, networks, servers, and cloud environments.

At SecPod, the culture is flat, innovation-driven, and execution-focused, where curiosity is encoura-ged, ownership is valued, and ideas matter more than hierarchy.

Job Title: Product Support Engineer Experience: 0 to 2 years

Role Summary

Join our Product Support Team at SecPod and be a vital connection between our products and customers. Face real-world technical challenges by offering excellent support for advanced patch management, vulnerability management, and compliance auditing software. Your expertise will shine in understanding diverse customer environments and solving complex issues. From helping prevent cyberattacks to assisting with log analysis and vulnerability checks, you'll be instrumental in reducing cyber risks and closing the gap in Cyber Exposure. Be part of our team delivering exceptional support that truly matters!

• Collaborate closely with various teams at SecPod, such as Development, Security Intelligence, Operations, and Sales, fostering strong relationships.
• Provide technical support to NASA and EMEA customers through a rotational shift model.
• Thoroughly analyze and respond to customer technical inquiries to ensure prompt and effective resolution.
• Assess vulnerability scan results, system audits, and log events to identify and address potential security issues.
• Replicate customer software issues in a controlled lab environment to facilitate troubleshooting and resolution.
• Facilitate the flow of customer feedback to relevant departments, including Product Management and Research & Development, to drive product improvement.
• Create and publish KB Articles for re-use by customers and support Team.

What You’ll Need

• 0 - 2 years of experience in customer support, technical support, system administration, or related customer-facing roles, particularly for large enterprise clients.
• Comprehensive understanding of cross-platform operating systems including Linux, Mac OS, and Windows.
• Proficiency in any ticketing systems such as JIRA, Zendesk, or Salesforce.
• Genuine passion for learning, resolving customer issues and ensuring success in a fast-paced, highly technical environment.
• Excellent relationship management, customer service, and communication skills across various channels.
• Familiarity with Java-based applications and application-level troubleshooting techniques.
• Solid understanding of REST APIs, using Postman for testing, debugging HTTP responses, and handling authentication errors.
• Familiarity with cloud platforms (AWS, Azure, GCP) and tools like Docker, Terraform, and Kubernetes (basic concepts).
• Solid understanding of networking, Linux/Windows administration, and virtualization technologies including VMWare, Hyper-V, AWS, Azure, etc.

Bonus if you have

• Familiarity and experience with patch management, vulnerability management, or cybersecurity tools, whether in a professional or academic context.
• Exposure to industry security standards such as NIST, HIPAA, CIS, ISO 27001, etc.

Soft Skills

• Excellent written and verbal communication skills.
• Strong customer-facing and stakeholder management skills.
• Ability to manage multiple customer engagements simultaneously.
• Strong documentation, presentation, and training skills.
• Team player with the ability to collaborate across Product, Engineering, Sales, Customer Success, and Support teams.

Educational Qualification

• B.E./B.Tech (Computer Science, Information Technology, Electronics, or related field)
• MCA / MSc (Computer Science or Information Technology)
• Equivalent technical degree with relevant skills and experience