PartnerOne

Technical Support Engineer

PartnerOne

full-time

Posted on:

Origin:  • 🇮🇳 India

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Job Level

Mid-LevelSenior

Tech Stack

AWSAzureCloudDNSFirewallsGoogle Cloud PlatformLinuxPythonSQLTCP/IPUnixVMware

About the role

  • Serve as the primary technical contact for customers, managing support cases from initial intake through resolution.
  • Troubleshoot, analyze, and resolve complex technical issues across product areas (networking, security, OS, applications, etc.).
  • Reproduce customer issues in lab environments and document clear findings for Engineering escalation when required.
  • Collaborate with Engineering, QA, and Product teams to drive bug fixes and product improvements.
  • Mentor and assist TSE 1 engineers in case handling, best practices, and technical skill development.
  • Ensure timely updates and clear communication with customers on case progress and action plans.
  • Document solutions, troubleshooting steps, and knowledge base articles to enhance team efficiency.
  • Participate in 24x7 on-call rotations, weekend shifts, or critical incident response as needed.
  • Contribute to process improvements and best practices to improve customer experience.

Requirements

  • Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent hands-on experience).
  • 3–5 years of experience in Technical Support, System Administration, or a related role.
  • Strong troubleshooting skills in at least two of the following areas: Operating Systems (Windows, Linux/Unix); Networking (TCP/IP, DNS, VPN, Firewalls, Routing); Security Technologies (SIEM, IDS/IPS, endpoint security, SSL/TLS, PKI); Databases/Applications (SQL, log analysis, application troubleshooting).
  • Familiarity with virtualization platforms (VMware, Hyper-V, or similar) and cloud technologies (AWS, Azure, GCP).
  • Excellent problem-solving, analytical, and communication skills.
  • Ability to handle high-pressure situations with professionalism and empathy.
  • Preferred: Certifications such as CCNA, RHCSA, CEH, Security+, or equivalent.
  • Preferred: Experience with enterprise security products, SIEM tools, or incident response.
  • Preferred: Prior experience working with global customers in a 24x7 support environment.
  • Preferred: Ability to script or automate tasks (Python, PowerShell, Bash, etc.) is a plus.