Senior Technical Support Engineer

At Vehere, we’re not just building cybersecurity products, we’re shaping the future of how organizations detect, understand, and respond to evolving cyber threats.

As a Senior Technical Support Engineer, you’ll be part of a high-caliber team solving complex, real-world security challenges. You’ll have the opportunity to work on meaningful technology, collaborate with talented people across teams and geographies, and turn bold ideas into solutions that make a measurable impact.

We’re looking for people who are curious, driven, and ready to challenge the status quo, people who want to learn fast, take ownership, and build things that matter.

If you’re ready to push boundaries, solve problems that matter, and help shape the next generation of cybersecurity, we’d love to have you build the future with us.

Job Summary:

We are looking for a highly skilled and customer-focused Senior Technical Support Engineer with expertise in Network Security tools and hands-on experience of working in Security Operation Center. In this role, you will provide technical support for our enterprise customers, troubleshoot complex issues, and act as a subject matter expert for Vehere AI-Network Security solutions.

Key Roles and Responsibilities:

• Provide hands-on, onsite or remote implementation support for Vehere AI-Network Security solutions to enterprise customers.
• Respond to customer issues via email, ticketing systems, phone, or remote sessions.
• Collaborate with engineering, QA, and product teams to resolve complex technical issues and escalate bugs or feature requests.
• Assist customers / partners with installation, configuration, integration, and tuning of NDR tools in their environment.
• Work closely with customer’s Security Operations Centre (SOC) teams and network engineers to reduce dwell time in incident responses.
• Analyze network traffic, packet captures (PCAP), NetFlow, and security logs to detect anomalies, troubleshoot issues, and validate threat detection.
• Support SOC setup, alert fine tuning, and operationalization, leveraging hands-on experience in security monitoring and incident handling.
• Troubleshoot complex issues and work closely with engineering, QA, and product teams to escalate bugs, resolve defects, and recommend enhancements.
• Conduct root cause analysis (RCA) and provide clear, actionable remediation steps to customers.
• Engage with customers through tickets, calls, email, and remote sessions, ensuring clear communication and professional service delivery.
• Maintain accurate case documentation, deployment guides, and knowledge base articles.
• Apply strong knowledge of networking (routing, switching, TCP/IP protocols) and cybersecurity in daily operations.
• Maintain accurate case documentation, solution articles, and internal knowledge base content.
• Adhere to high-quality work standards.
• Responsible for maintaining Confidentiality, Integrity and Availability of Vehere’s information assets including business critical information.

Skills and Experience:

• Bachelor’s degree in computer science, Cybersecurity, Information Technology, or related field, or equivalent experience.
• 12+ years of experience in a Technical Support, SOC, or Network Engineering role.
• Strong knowledge of networking protocols (TCP/IP, DNS, DHCP, HTTP, etc.) and OSI model.
• Experience with any NDR (Network Detection and Response) or NBAD (Network Behaviour Analysis and Detection) is must.
• Experience with Security Operation Centre tools like NDR, SIEM, EDR, XDR, SOAR, firewalls, IDS/IPS, and other related security infrastructure etc.
• Have understanding of routing & switching protocols.
• Hands-on experience with packet capture and troubleshooting using Wireshark, awareness of third-party security vulnerabilities, interpretation of threat intelligence feeds, and prioritization of security alerts through triage.
• Experience analysing packet captures (PCAP) and correlating with threat indicators.
• Solid hands-on proficiency in Linux/Unix command line environments.
• Excellent troubleshooting, logical, communication, and customer-facing skills.