Cybersecurity Support Engineer

Job Title: Cybersecurity Support Engineer

Location: Mumbai

Experience: 2–5 Years

Open Positions: 2

About the Role

We are looking for a Cyber Security Support Engineer to join our technical support team and provide L1/L2 support for cybersecurity products and solutions.

The role requires strong troubleshooting, analytical and customer-handling skills, along with a solid understanding of Linux, networking and cybersecurity fundamentals. You will be responsible for investigating and resolving customer issues, analyzing application, system and network logs, troubleshooting security integrations, and working closely with Engineering/R&D teams to resolve complex technical issues.

The ideal candidate should be comfortable working directly with customers, understanding technical problems, communicating solutions clearly and taking ownership of issues through resolution.

Key Responsibilities

• Provide L1/L2 technical support for cybersecurity products and solutions.
• Troubleshoot and resolve customer issues related to application, system, network and security components.
• Analyze system, application and security logs to identify errors, anomalies and potential security issues.
• Troubleshoot Linux-based systems, networking issues and cybersecurity product deployments.
• Analyze network traffic and perform packet-level troubleshooting using tools such as Wireshark and tcpdump.
• Troubleshoot security integrations involving Syslog, CEF, Windows Event Logs and other log/data sources.
• Investigate issues related to APIs, integrations and communication between security products and external systems.
• Identify the root cause of technical issues and prepare clear and structured RCA (Root Cause Analysis) documents.
• Reproduce customer-reported issues where required and document troubleshooting steps and findings.
• Work closely with Engineering, R&D and Product teams to escalate and resolve complex technical issues.
• Maintain clear communication with customers throughout the troubleshooting and resolution process.
• Explain technical issues and solutions to customers in a clear and professional manner.
• Maintain proper documentation of incidents, troubleshooting activities, resolutions and known issues.
• Follow support processes and ensure customer issues are tracked and resolved within defined timelines.

Must-Have Skills & Experience

• 2–5 years of experience in technical support, cybersecurity support, network support or a related technical role.
• Strong hands-on knowledge of Linux.
• Good understanding of networking concepts and troubleshooting.
• Strong understanding of TCP/IP and common networking protocols.
• Good understanding of DNS and network communication.
• Strong troubleshooting and problem-solving skills.
• Understanding of cybersecurity fundamentals.
• Experience with application, system and security log analysis.
• Good understanding of security events and log sources.
• Excellent verbal and written communication skills.
• Strong customer-facing and customer-handling skills.
• Ability to communicate technical issues and solutions clearly to customers and internal technical teams.

Good to Have

• Experience working with SIEM, XDR or EDR solutions.
• Knowledge of Syslog and CEF formats.
• Experience working with Microsoft 365, Microsoft Azure or Active Directory.
• Experience with Windows Event Logs.
• Hands-on experience with Docker or Podman.
• Scripting knowledge in Python, Bash or PowerShell.
• Exposure to AWS or Azure environments.
• Understanding of MITRE ATT&CK framework.
• Experience troubleshooting cybersecurity integrations and APIs.
• Experience using network troubleshooting and packet-analysis tools such as Wireshark and tcpdump.

What We Are Looking For

• Strong troubleshooting and analytical approach.
• Ability to independently investigate technical issues and identify possible root causes.
• Strong customer-facing communication skills.
• Ability to work effectively with Engineering/R&D teams on complex issues.
• Willingness to learn cybersecurity products, technologies and new troubleshooting methodologies.
• Ability to handle multiple customer issues and prioritise based on severity and impact.
• Strong documentation skills and attention to technical details.
• Customer-oriented approach with ownership of issues from investigation through resolution.

Strong communication and customer-handling skills are mandatory for this role.