Technical Support Engineer

Cyware; Bengaluru; On-site; INR 600,000 - 1,200,000; Full time

Job summary

Cyware, a cybersecurity startup in Bengaluru, is seeking a Technical Support Engineer to be the technical contact for enterprise security teams using Cyware's platforms. You will troubleshoot API integrations, network issues, and platform behavior while collaborating with Engineering, Product and Customer Success to drive rapid resolutions.

Join a lean team where your impact is felt immediately, mentoring others and supporting multi-tenant SaaS and on-prem deployments across Cyware's Cyber

Qualifications

• Minimum 3+ years of experience as a Support Engineer supporting security or SaaS products.
• Working knowledge of cybersecurity concepts: threat intelligence, IOCs, vulnerabilities, incident response and the MITRE ATT&CK framework.
• Experience with Windows, Linux and FreeBSD, including Linux command line and log analysis.
• Experience troubleshooting network, Active Directory and endpoint issues, and familiarity with tools (debug logs, ping, traceroute).
• Expert knowledge of protocols such as HTTP, SSL/TLS, TCP, DNS and Syslog.
• Working knowledge of networking and security products and enterprise cloud/data center network infrastructure.
• Hands-on experience with REST APIs: authentication (API keys, OAuth, tokens), JSON, status codes, and debugging with Postman or cURL.
• Experience supporting SaaS applications, including multi-tenant environments, SSO and user provisioning.
• Python scripting for automation, API calls and log or data parsing.
• Familiarity with: network protocol analyzers (tcpdump, Wireshark), Hypervisors, Network security, Microsoft Active Directory, Scripting (PowerShell, Shell, Python)
• Clear written and spoken English, with the ability to explain technical issues to engineers and non-technical stakeholders.

Responsibilities

• Troubleshoot API integrations, network and connectivity problems, and platform behavior for enterprise customers.
• Own tickets end to end within defined SLAs via phone, email or chat.
• Identify customer needs and help customers use specific available features.
• Diagnose issues across SaaS and on-prem deployments, including platform configuration, user access (SSO/SAML, RBAC) and data ingestion.
• Troubleshoot REST API integrations: authentication, request/response errors, rate limits and webhook delivery using Postman and cURL.
• Investigate network and connectivity problems: DNS, TLS/SSL certificates, proxies, firewalls and port access.
• Support integrations with third-party security tools such as SIEM, SOAR, EDR, firewalls and threat intel feeds (STIX/TAXII).
• Reproduce customer issues to verify problems and provide feedback with logs and impact.
• Write Python scripts to automate diagnostics, bulk operations and repetitive support tasks.
• Update internal databases and knowledge base to document incident resolutions.
• Share feature requests and effective workarounds with team members and Product.
• Follow up with customers to ensure their issues are resolved.
• Interface with Engineering and assist customers with testing or troubleshooting, including high-severity incident calls and on-call rotation.
• Mentor other engineers on advanced troubleshooting and case management skills.
• Other duties as assigned

Skills

Threat intelligence

SaaS troubleshooting

REST APIs

Python scripting

Networking

English communication

Windows/Linux

Security concepts

Tools

Postman

cURL

tcpdump

Wireshark

Active Directory

Job description

Cyware offers the technology organizations need to build a virtual cyber fusion center. With separate but integrated solutions including an advanced threat intel platform (TIP), vendor-agnostic security automation (SOAR), and security case management, organizations are able to increase speed and accuracy while reducing costs and analyst burn out. Cyware's virtual cyber fusion solutions make secure collaboration, information sharing, and enhanced threat visibility a reality for enterprises, sharing communities (ISAC/ISAO), MSSPs, and government agencies of all sizes and needs.

Come join an exciting startup company in the cybersecurity space that just completed their $30 million dollar Series C funding!

We're a lean team, so your impact will be felt immediately. If this all sounds like a good fit for you, why not join us?

Role overview:

As a Technical Support Engineer, you will be the technical point of contact for enterprise security teams using Cyware's platforms. You will troubleshoot API integrations, network and connectivity problems, and platform behavior, and work closely with Engineering, Product and Customer Success to get customers to resolution fast.

What You Will Do:

• Support Cyware's cybersecurity solutions: Cyber Fusion, SOAR, TIP (CTIX) and Situational Awareness
• Respond to customer queries in a timely and accurate way via phone, email or chat, and own tickets end to end within defined SLAs
• Identify customer needs and help customers use specific available features
• Diagnose issues across SaaS and on-prem deployments, including platform configuration, user access (SSO/SAML, RBAC) and data ingestion
• Troubleshoot REST API integrations: authentication, request/response errors, rate limits and webhook delivery, using tools like Postman and cURL
• Investigate network and connectivity problems: DNS, TLS/SSL certificates, proxies, firewalls and port access
• Support integrations with third-party security tools such as SIEM, SOAR, EDR, firewalls and threat intel feeds (STIX/TAXII)
• Reproduce customer issues to verify problems and provide feedback to Engineering and Operations teams with clear steps, logs and impact
• Write Python scripts to automate diagnostics, bulk operations and repetitive support tasks.
• Update internal databases and the knowledge base to document any incident resolution not already covered
• Share feature requests and effective workarounds with team members and Product
• Follow up with customers to ensure their technical issues are resolved
• Interface with Engineering and assist customers with testing or troubleshooting, including high-severity incident calls and on-call rotation
• Mentor other engineers on advanced troubleshooting, debugging and case management skills
• Other duties as assigned

What We Are Looking For

• Minimum 3+ years of experience as a Support Engineer supporting security or SaaS products
• Working knowledge of cybersecurity concepts: threat intelligence, IOCs, vulnerabilities, incident response and the MITRE ATT&CK framework
• Experience with operating systems such as Windows, Linux and FreeBSD, including Linux command line and log analysis
• Experience troubleshooting network, Active Directory and endpoint issues, and familiarity with the necessary tools (debug logs, ping, traceroute, etc.)
• Expert knowledge of protocols such as HTTP, SSL/TLS, TCP, DNS and Syslog
• Working knowledge of networking and security products and enterprise cloud/data center network infrastructure
• Hands-on experience with REST APIs: authentication (API keys, OAuth, tokens), JSON, status codes, and debugging with Postman or cURL
• Experience supporting SaaS applications, including multi-tenant environments, SSO and user provisioning
• Python scripting for automation, API calls and log or data parsing
• Familiarity with:
• Network protocol analyzers (tcpdump, Wireshark)
• Hypervisors (VMware ESXi, Microsoft Hyper-V, KVM)
• Network security (SSL/TLS, firewalls, proxies, IDS/IPS)
• Microsoft Active Directory
• Scripting (PowerShell, Shell, Python)
• Clear written and spoken English, with the ability to explain technical issues to engineers and non-technical stakeholders.

Good to have

• Experience with AI/ML or LLM-based tools, such as using AI assistants for troubleshooting, building AI-driven support automation, or supporting AI features in security products.
• Hands-on experience with Docker and Kubernetes, and exposure to AWS, Azure or GCP.
• Experience with threat intelligence platforms, SIEM (Splunk, QRadar, Sentinel) or SOAR tools, and STIX/TAXII feed integrations.
• Experience with Zendesk and Jira.
• Security certifications such as CompTIA Security+, CEH, CCNA Security or vendor certifications.