Technical Support Engineer

Vehere Technologies Pvt. Ltd. is looking for a highly motivated and customer-focused Tech Support Engineer with strong hands-on expertise in Network Detection & Response (NDR), cybersecurity, and network infrastructure.

The role involves end-to-end deployment, integration, troubleshooting, and technical support of Vehere's AI-powered network security solutions across enterprise environments. The candidate will work closely with SOC teams, network engineers, enterprise customers, and internal engineering/product teams to ensure successful implementation, optimal solution performance, and timely resolution of technical issues.

NDR experience is mandatory for this role.

Key Responsibilities

• Deliver end-to-end deployment and professional services for Vehere's NDR solutions, including installation, configuration, integration, tuning, and optimization.
• Provide Level 1 / Level 2 technical support to enterprise customers and ensure timely resolution of technical issues.
• Analyze network traffic, Packet Captures (PCAP), NetFlow, and security logs to identify anomalies, troubleshoot issues, and validate threat detection.
• Work closely with customer SOC teams to improve detection use cases, reduce threat dwell time, and enhance incident response efficiency.
• Support SOC setup, tuning, and operationalization with hands-on knowledge of security monitoring and incident handling.
• Troubleshoot complex technical issues and collaborate with Engineering, QA, and Product teams for escalation, defect resolution, and product enhancement.
• Perform Root Cause Analysis (RCA) and provide clear and actionable remediation recommendations to customers.
• Handle customer issues through support tickets, calls, email, and remote troubleshooting sessions.
• Maintain accurate case records, deployment documentation, troubleshooting guides, and knowledge-base articles.
• Apply strong knowledge of networking, routing, switching, TCP/IP, DNS, VPNs, firewalls, and network protocols in day-to-day troubleshooting.
• Conduct solution health checks and assist customers in optimizing deployed security solutions.
• Deliver knowledge-transfer and technical training sessions to customers and partners on deployed solutions.
• Maintain high standards of service quality, technical documentation, and customer communication.
• Ensure the Confidentiality, Integrity, and Availability (CIA) of customer and organizational information assets.
• Travel to customer locations as required for deployments, troubleshooting, implementation, and support activities.

Required Technical Skills

• Mandatory: Hands-on experience with Network Detection & Response (NDR).
• Strong understanding of cybersecurity and network security technologies.
• Experience with NDR, IDS/IPS, SIEM, Network Security Monitoring, or related security technologies.
• Strong networking fundamentals including:
• TCP/IP
• Routing & Switching
• DNS
• VPN
• Firewalls
• Network protocols
• Hands-on experience with PCAP analysis, network traffic analysis, security logs, and threat patterns.
• Working knowledge of Wireshark or similar network traffic analysis tools.
• Experience working in or supporting a Security Operations Center (SOC) environment.
• Knowledge of incident response, threat hunting, and cybersecurity frameworks.
• Experience with Linux environments.
• Basic knowledge of Python/Shell scripting is desirable.
• Strong troubleshooting, analytical, and problem-solving capabilities.

Desired Candidate Profile

• Bachelor's degree in Computer Science, Information Security, Electronics, or a related discipline.
• Minimum 4 years of relevant experience in technical support, professional services, deployment, or implementation roles within cybersecurity/network security.
• Strong hands-on experience in NDR solutions is mandatory.
• Experience supporting enterprise customers and large-scale network/security environments.
• Experience handling customers from BFSI, Government, PSU, Enterprise, or other large organizations is preferred.
• Strong customer-facing and communication skills.
• Ability to independently troubleshoot complex network and cybersecurity issues.
• Positive attitude with a strong willingness to learn new cybersecurity technologies.
• Flexible to travel and work from customer sites when required.
• Ability to work effectively with customers, SOC teams, network teams, Engineering, QA, and Product teams.