engineering
Posted Feb 24Technical Support Engineer
at Qualys
Pune, IndiaOn-site
Responsibilities
- Collaborate across teams for high customer satisfaction in a secure environment.
- Collaborate with cross-functional teams for high customer satisfaction.
- Ensure friendly and professional customer interactions throughout the service life cycle.
- Promptly resolve global customer and partner service requests in a highly secured environment.
Requirements
- Experience in Vulnerability Management and Web Application Security/Firewall application support.
- In-depth TCP/IP understanding and LAN/WAN infrastructure knowledge.
- Strong foundation in Windows and/or solid Linux/Unix
- experience in an enterprise environment.
- Familiarity with common OS services (IIS, BIND, Apache, AD, WINS, Samba, SSH).
- Knowledge of firewalls, Intrusion Detection System technologies, and Network Vulnerability Scanners.
- Bachelor of Science in Computer Science or equivalent experience. Preferred:
- Experience with packet capture review and diagnosis. Previous API support and Regex knowledge. Scripting experience (Bash, Python).
- Knowledge of major web server software, UNIX/Windows web services, and diverse platforms.
- Oracle and Microsoft SQL knowledge.
- CCNA, MCSE, CISSP, CompTIA Security+, and CEH certifications are highly desirable.
- Experience with Customer Support and Development Tools (Salesforce, Jira, etc.).
- Networking: OSI Layer understanding.
- Knowledge of broadcast domain vs. collision domain.
- Familiarity with different records zones in DNS and how it works.
- Understanding of SSL Handshake and TCP/IP Handshake.
- Proficiency in ARP, DHCP, proxy servers, and DNS cache clearing.
- Linux/Unix: Understanding of the boot process and run levels.
- Various ways to assign an IP address to a Unix/Linux/Debian machine.
- Knowledge of sudo, permissions, file systems, and SSH banner.
- Windows: Insight into the Windows boot process and control panel basics.
- Understanding of UAC, registry hives, and remote registry manipulation tools.
- Knowledge of kernel mode vs. user mode, Active Directory, and Group Policies.
- Familiarity with Kerberos and NTLM authentication, Procmon, and service control manager.
- Security: Understanding of vulnerabilities, the vulnerability cycle, and exploits.
- Knowledge of malware types (virus, trojan, worm) and False/True Positive/Negative concepts.
- Understanding of False Positive, False Negative, True Positive, and True Negative in the security context.
Experience
- Qualifications: 5+ years of technical support experience.
Additional details
- Come work at a place where innovation and teamwork come together to support the most exciting missions in the world! Qualys, a leading cybersecurity firm, is seeking an experienced Senior Technical Support Engineer for Security Applications to resolve global customer and partner service requests promptly.
- Ideal for security enthusiasts with solid networking skills.
- Lead in resolving technical issues, provide top-tier support, and contribute to world-class assistance.
- Provide support via phone, email, and MS Teams for Product modules over the SaaS platform.
- Act as the main point of contact for technical issues, collaborating directly with Development and QA teams.
- Thrive in a challenging and dynamic environment, delivering world-class support and technical solutions.
- Outstanding troubleshooting and analytical skills.
- Excellent written and verbal communication skills.
- Differentiation between TCP and UDP, and protocols & their workings.
- Proficient in checking running processes, hidden files, and installing packages.