Technical Support Specialist

Junior Engineer, Technical Support, tier 2

Full time- India

Company Overview

NIKSUN is a Princeton, New Jersey-based technology company founded in 1997 with a mission to protect critical infrastructure by making the unknown known. NIKSUN provides innovative solutions for cybersecurity, compliance, network performance, and observability, helping enterprises and government organizations gain real-time visibility across their IT and network environments.

At the core of NIKSUN's technology is Olympus, an AI-native platform that unifies security, performance, and observability on a single data platform. The platform brings together data from across networks, endpoints, applications, and infrastructure to help organizations detect threats, investigate incidents, identify root causes, improve performance, and automate response.

NIKSUN's technology is trusted by more than 1,000 enterprises and government organizations across 30+ countries and is designed to meet the demanding requirements of enterprise, government, defense, and other critical environments. The company continues to invest heavily in engineering, research, artificial intelligence, and innovative technology solutions.

Key responsibilities:

Responding to customer incidents through conducting preliminary assessments to product or system issues. Debug and track until resolution by analyzing the source of the issue and its impact on hardware, network, and storage resources. With your technical expertise you will support cloud solutions, App installs, release updates & upgrade, testing, deploying, maintaining, and enhancing software solutions. You will address bugs and escalate to engineering check code and verify accuracy, testability, functionality, and efficiency. Also, you should have a good understanding of different hardware components: processing, networking, storage. NIKSUN Cloud Sup-port engineer is a customer facing role on which you:

• Engage with NIKSUN's clients on live troubleshooting sessions via telephone, e-mails, live-Chat to pro-vide level 1/2 support on a vast array of NIKSUN products.

• Lead, manage and drive incidents to resolution, whether reported reactively by customers or proactively through NIKSUN monitoring tools.

• Adhere to incident severity standards, escalating none resolved incidents to Tier 3 at due time.

• Work with different NIKSUN engineering departments, relay a technical message back to the customer in a simple non-technical language if required.

• Maintain updates always flowing to customers regarding incident resolution efforts.

• NIKSUN Cloud support operates 24x7x365, you'll be required to work on a shift schedule including day, night, weekends, and holidays.

Requirements:

• Must have 2-5 years of experience in technical support, application support, cybersecurity, or a related technical role.

• Strong troubleshooting and analytical skills with the ability to isolate and resolve complex technical issues.

• Working knowledge of networking concepts, including TCP/IP, DNS, DHCP, VPNs, routing, and firewalls.

• Familiarity with Windows and Linux operating systems. • Understanding of cybersecurity concepts, including authentication, access control, network security, and security event analysis.

• Experience using ticketing systems and remote troubleshooting tools.

• Excellent customer service, communication, and documentation skills.

• Ability to manage multiple priorities in a fast-paced environment. Excellent problem-solving and communication skills.

• Ability to provide step-by-step technical help, both written and verbal.

Desired skills:

• Experience supporting enterprise security, SIEM, EDR, IAM, or network security platforms.

• Familiarity with cloud environments

• Experience with log analysis, APIs, scripting (PowerShell, Bash, or Python), and packet analysis tools.

• Industry certifications such as CompTIA Security+, Network+, CCNA, or equivalent.

• Excellent verbal and written communication skills.

Educational Requirements:

• Bachelor's degree in computer science or equivalent software engineering discipline.

Equal Employment Opportunity

Qualified applicants will receive consideration for employment without regard to age, race, creed, color, religion, sex, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, or protected veteran status. NIKSUN