Description

You will provide Level-3 technical support and proactive maintenance for security domain products in a 24/7 environment.

Responsibilities

• Resolve incidents and troubleshoot product issues by analyzing logs, metrics, and pcap files to identify root causes.
• Manage customer cases and escalations, ensuring all resolutions align with established SLAs and incident management processes.
• Coordinate with R&D, SMEs, and external parties to reproduce bugs, track defects, and implement fixes.
• Execute Baseline Verification Tests (BVT) and manage the handover of new production deployments from project teams.
• Maintain support processes and drive root cause investigations under the Problem Management Process.

Required Skills

• 5+ years of experience in a service support environment with a focus on case handling and production troubleshooting.
• Proficiency with Unix/Linux operating systems.
• Hands-on experience with Kubernetes (K8s) clusters and Helm charts.
• Strong knowledge of Cloud Native technologies, containerization, and Docker.
• Practical experience with PKI and Certificate Management.
• Technical competence with Postgres DB and Jira.
• Ability to manage emergency outages and high-pressure customer escalations.
• Degree in BE, SCM, or PMP.

Preferred Skills

• Experience with Net guard Certificate Manager (NCM) or Net guard Certificate Lifecycle Manager (NCLM) products.

Key Skills

Education

Any Graduate