Security Support Engineer

Objective

Provide technical support and troubleshooting for WiJungle's network security solutions while ensuring timely issue resolution, adherence to SLA commitments, and an exceptional customer support experience. The role requires strong networking fundamentals, customer interaction, and the ability to resolve technical issues across enterprise environments.

Experience

• 1-3 years of experience in Technical Support, Network Support, Security Support, or IT Infrastructure Support.
• Experience supporting Firewall, VPN, Network Security, or Cybersecurity solutions is preferred.
• Hands-on experience with networking technologies and troubleshooting enterprise network environments.
• Bachelor's degree in Computer Science, Information Technology, Electronics, Telecommunications, or a related technical discipline.
• Fluency in Marathi (spoken and written) is a plus.

Key Responsibilities

• Provide technical support for WiJungle products, including Firewall, VPN, Authentication, Bandwidth Management, and Network Security solutions.
• Handle customer queries, incidents, and escalations received through calls, emails, web chat, WhatsApp, and other support channels.
• Troubleshoot and resolve network, security, and system-related issues within defined SLA timelines.
• Monitor helpdesk queues, assign tickets to relevant teams and ensure timely follow-ups until resolution.
• Maintain accurate documentation of customer issues, troubleshooting steps, and resolutions.
• Coordinate with internal technical teams and customers to ensure effective issue resolution.
• Analyze recurring issues and recommend process improvements to enhance support efficiency.
• Provide deployment assistance, onsite support, and Proof of Concept (POC) support whenever required.
• Ensure compliance with SLA commitments and provide support in a 247 operational environment when required.

Required Skills

• Strong knowledge of Routing and Switching concepts.
• Understanding of TCP/IP, OSI Model, VLANs, STP, EtherChannel, NAT, ACLs, DHCP, DNS, and QoS.
• Hands-on experience with Firewalls, VPNs (IPSec & SSL VPN), Authentication, and Access Control.
• Knowledge of routing protocols including OSPF, BGP, RIP, and Static Routing.
• Understanding of Network Security concepts, including IDS/IPS, Web Filtering, Proxy, Traffic Management, and Secure Network Access.
• Familiarity with Linux administration and troubleshooting.
• Experience using network diagnostic tools such as Wireshark, Ping, Traceroute, and Tcpdump.
• Basic understanding of SD-WAN, High Availability (HA), Load Balancing, and Network Monitoring.
• Excellent analytical, troubleshooting, communication, and customer support skills.
• Ability to communicate effectively in Marathi while interacting with customers and stakeholders.

Preferred Certifications

• CCNA
• CCNP
• CCIE
• Equivalent Networking or Cybersecurity Certifications