Key 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".