Sr. Technical Support Engineer

Job Summary

As a Senior Technical Support Engineer, you will be the technical face for customers and the sales organization, driving successful deployment, maintenance, and resolution of hardware and network issues. You will own complex technical incidents, work closely with sales, engineering, and operations teams, and ensure high customer satisfaction through timely delivery and clear communication. This role has a significant impact on customer retention, product adoption, and operational excellence.

Responsibilities

• Take ownership of technical issues from diagnosis through resolution, ensuring SLA compliance and clear customer communication.
• Perform on-site and remote hardware troubleshooting, installation, configuration, and preventive maintenance of networking and infrastructure equipment.
• Troubleshoot and resolve networking issues (TCP/IP, VLAN, VPN, routing, switching, firewalls) and coordinate with vendors as required.
• Act as primary technical point of contact for the sales team during pre-sales evaluations and post-sales handover.
• Manage incident escalation, perform root cause analysis, and implement corrective actions to prevent recurrence.
• Maintain accurate technical documentation, runbooks, and service reports for installs and incidents.
• Use and manage ticketing systems to track work, prioritize tasks, and report status to stakeholders.
• Train and mentor junior support engineers and contribute to knowledge base and process improvements.
• Coordinate with engineering for product defects, firmware updates, and field patches; validate fixes in customer environments.

Technology Stack

• Core: Networking protocols (TCP/IP, DNS, DHCP), VLAN, VPN, routing switching, firewalls.
• Hardware: enterprise switches, routers, access points, storage arrays, servers (rack-mounted, blade).
• Operating systems: Linux (CentOS/Ubuntu/RHEL) and Windows Server support and troubleshooting.
• Virtualization: VMware, Hyper-V.
• Monitoring management: SNMP, NetFlow, Prometheus, Nagios/Zabbix, network management tools.
• Tools: remote support tools, terminal access, serial console, packet capture (tcpdump/Wireshark).
• Service ticketing: ServiceNow, Jira Service Desk or similar.
• Scripting automation: Bash, Python (for diagnostics and automation).
• Optional / beneficial: basic exposure to cloud networking (AWS/Azure), firmware management and IoT/embedded device troubleshooting.

Leadership Expectations

• Mentor and provide technical guidance to junior and mid-level support engineers.
• Lead incident response for major outages and coordinate cross-functional stakeholders.
• Drive continuous improvement of support processes, playbooks, and onboarding programs.
• Represent the support perspective in pre-sales and product discussions with sales and engineering teams.
• Contribute to hiring and training efforts for the support organization.

Qualifications

• Bachelor s degree in Computer Science, Information Technology, or related engineering discipline (B.Tech preferred).
• 5 to 8 years of relevant technical support or field engineering experience with enterprise hardware and networking.
• Professional certifications preferred: CCNA/CCNP, ITIL Foundation, CompTIA Server+/A+, VMware Certified or equivalent.

Location

Mohali

Work Arrangement

Role based in Mohali. Full-time, on-site position with regular travel to customer sites as required.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.