Senior Technical Support Engineer

QLYS_IN Qualys Security TechServices Private Ltd.; Pune District; On-site; INR 1,200,000 - 2,000,000; Full time

Job summary

Qualys, Inc. in Pune, India, seeks a Senior Technical Support Engineer for Security Applications to resolve global customer and partner service requests promptly.

You will collaborate across teams to ensure high satisfaction, provide support via phone, email, and MS Teams for SaaS product modules, and act as the main contact for technical issues with Development and QA teams. The role demands 5+ years in technical support, strong networking, Windows/Linux experience, and familiarity with

Qualifications

• 5+ years in technical support.
• Experience with Vulnerability Management and Web Application Security/Firewall support.
• Strong TCP/IP and LAN/WAN knowledge.
• Windows and/or Linux/Unix experience in enterprise.
• Familiarity with OS services (IIS, BIND, Apache, AD, WINS, Samba, SSH).
• Knowledge of firewalls, IDS, vulnerability scanners.
• Excellent troubleshooting and communication skills.

Responsibilities

• Promptly resolve global customer and partner service requests.
• Collaborate with cross-functional teams for high customer satisfaction.
• Provide support via phone, email, and MS Teams for SaaS product modules.
• Ensure friendly and professional customer interactions throughout the service life cycle.
• Act as main contact for technical issues, collaborating with Development and QA teams.
• Thrive in a dynamic environment delivering world-class support and solutions.

Skills

Technical support

Vulnerability management

TCP/IP

Windows

Linux/Unix

OS services

Firewalls/IDS/Scanners

Troubleshooting

Communication

Scripting Bash/Python

Regex

Packet capture

Education

Bachelor of Science in Computer Science

Tools

Salesforce

Jira

Job description

Come work at a place where innovation and teamwork come together to support the most exciting missions in the world! Qualys, a leading cybersecurity firm, is seeking an experienced Senior Technical Support Engineer for Security Applications to resolve global customer and partner service requests promptly. Collaborate across teams for high customer satisfaction in a secure environment. Ideal for security enthusiasts with solid networking skills. Lead in resolving technical issues, provide top-tier support, and contribute to world-class assistance.

Responsibilities

• Promptly resolve global customer and partner service requests in a highly secured environment.
• Collaborate with cross-functional teams for high customer satisfaction.
• Provide support via phone, email, and MS Teams for Product modules over the SaaS platform.
• Ensure friendly and professional customer interactions throughout the service life cycle.
• Act as the main point of contact for technical issues, collaborating directly with Development and QA teams.
• Thrive in a challenging and dynamic environment, delivering world-class support and technical solutions.

Qualifications and Skills

• 5+ years of technical support experience.
• Experience in Vulnerability Management and Web Application Security/Firewall application support.
• In-depth TCP/IP understanding and LAN/WAN infrastructure knowledge.
• Strong foundation in Windows and/or solid Linux/Unix experience in an enterprise environment.
• Familiarity with common OS services (IIS, BIND, Apache, AD, WINS, Samba, SSH).
• Knowledge of firewalls, Intrusion Detection System technologies, and Network Vulnerability Scanners.
• Outstanding troubleshooting and analytical skills.
• Excellent written and verbal communication skills.
• Bachelor of Science in Computer Science or equivalent experience.
• Preferred: Experience with packet capture review and diagnosis.
• Previous API support and Regex knowledge.
• Scripting experience (Bash, Python).
• Knowledge of major web server software, UNIX/Windows web services, and diverse platforms.
• Oracle and Microsoft SQL knowledge.
• CCNA, MCSE, CISSP, CompTIA Security+, and CEH certifications are highly desirable.
• Experience with Customer Support and Development Tools (Salesforce, Jira, etc.).
• Preferred candidates with a CDAC background.
• Willing to work in 24/7 rotational shifts.
• Networking: OSI Layer understanding.
• Knowledge of broadcast domain vs. collision domain.
• Familiarity with different records zones in DNS and how it works.
• Understanding of SSL Handshake and TCP/IP Handshake.
• Proficiency in ARP, DHCP, proxy servers, and DNS cache clearing.
• Differentiation between TCP and UDP, and protocols & their workings.
• Linux/Unix: Understanding of the boot process and run levels.
• Various ways to assign an IP address to a Unix/Linux/Debian machine.
• Proficient in checking running processes, hidden files, and installing packages.
• Knowledge of sudo, permissions, file systems, and SSH banner.
• Windows: Insight into the Windows boot process and control panel basics.
• Understanding of UAC, registry hives, and remote registry manipulation tools.
• Knowledge of kernel mode vs. user mode, Active Directory, and Group Policies.
• Familiarity with Kerberos and NTLM authentication, Procmon, and service control manager.
• Security: Understanding of vulnerabilities, the vulnerability cycle, and exploits.
• Knowledge of malware types (virus, trojan, worm) and False/True Positive/Negative concepts.
• Understanding of False Positive, False Negative, True Positive, and True Negative in the security context.

Qualys, Inc. (NASDAQ: QLYS) is a pioneer and leading provider of disruptive cloud-based security, compliance and IT solutions with more than 10,000 subscription customers worldwide, including a majority of the Forbes Global 100 and Fortune 100. Qualys helps organizations streamline and automate their security and compliance solutions onto a single platform for greater agility, better business outcomes, and substantial cost savings.