Customer Support Engineer

Brief DescriptionKey Responsibilities: Customer Support & Troubleshooting:

Provide exceptional technical support to customers using our WAF solutions, ensuring timely and effective resolution of their issues. Provide timely and efficient support to customers via email, phone, and chat. Strong knowledge of networking, understanding of packet flow, and TCP session establishment. Knowledge in troubleshooting, latency, and loss of network performance issues. Assist customers with DNS-related issues, such as DNS setup, propagation, and troubleshooting. Basic understanding of Linux. Escalate complex technical issues to appropriate internal teams for deeper investigation and resolution. Develop and maintain technical documentation and knowledge base articles.  Ability to give a software Demo to customers. Participate in on-call rotations to provide 24/7 support to customers.

  Cybersecurity Knowledge (Preferred):

Understanding of security best practices, attack vectors, and how WAF solutions mitigate threats. Knowledge of common web vulnerabilities and their remediation. Familiarity with other cybersecurity domains like network security, endpoint security, or vulnerability management.

Customer Onboarding:

Assist new customers with their WAF implementation and configuration. Provide training on advanced features, configuration settings, and security best practices.

Communication Skills:

Excellent verbal and written communication skills in English and Hindi to interact with customers, explaining complex issues in a clear and concise manner.

Qualifications:

 Bachelor's degree in Computer Science, Information Technology, or a related field. At least 1 year of experience in a customer support role.     

    Shift Timing: This role will require working night shifts as part of a rotating 5-day work shift schedule, providing support on a 24/7 basis.* Interested candidates can apply to ammu.suresh@prophaze.com with the subject line "Customer Support Engineer".Preferred SkillsNetwork Security Web Vulnerabilities Cross-Site Scripting (XSS) Linux Systems DNS Management Packet Flow TCP/IP Troubleshooting Cloud Platforms (AWS, Azure, GCP) Technical Documentation Customer Training 24/7 On-Call Support Multilingual Communication (English, Hindi)