{"id":1269744,"url":"https://alion.io/job/sisa-senior-product-support-engineer","title":"Senior Product Support Engineer","company":{"id":2144267,"name":"SISA","domain":"sisa.ai","url":"https://alion.io/company/sisa-ai","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Keka","truth_index":{"grade":"B","score":75,"open_postings":7,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-01T05:45:00Z"}},"role":"Support","role_family":"Support","seniority":"senior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Bengaluru, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":2000000,"max":2529286,"currency":"INR","period":"year","gross":null,"usd_annual":26512},"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":".NET","optional":false},{"name":"Active Directory","optional":false},{"name":"AWS","optional":false},{"name":"Azure","optional":false},{"name":"Bash","optional":false},{"name":"C#","optional":false},{"name":"CentOS Stream","optional":false},{"name":"CI/CD","optional":false},{"name":"DHCP","optional":false},{"name":"DNS","optional":false},{"name":"Docker","optional":false},{"name":"GCP","optional":false},{"name":"Git","optional":false},{"name":"IBM QRadar","optional":false},{"name":"Kubernetes","optional":false},{"name":"LDAP","optional":false},{"name":"Linux","optional":false},{"name":"Microsoft Sentinel","optional":false},{"name":"MySQL","optional":false},{"name":"Oracle","optional":false},{"name":"PKI","optional":false},{"name":"PostgreSQL","optional":false},{"name":"PowerShell","optional":false},{"name":"Python","optional":false},{"name":"SIEM","optional":false},{"name":"Splunk","optional":false},{"name":"SQL","optional":false},{"name":"TCP/IP","optional":false},{"name":"Tcpdump","optional":false},{"name":"Ubuntu","optional":false},{"name":"Unix","optional":false},{"name":"Windows","optional":false},{"name":"Windows Server","optional":false},{"name":"Wireshark","optional":false},{"name":"Ansible","optional":true},{"name":"Grafana","optional":true},{"name":"ITIL","optional":true},{"name":"Machine Learning","optional":true},{"name":"Prometheus","optional":true},{"name":"Terraform","optional":true}],"status":"live","first_seen_at":"2026-09-22T08:48:00Z","employer_posted_date":"2026-09-22","last_verified_at":"2026-10-01T23:02:02Z","board_verified":true,"closed_at":null,"days_open":9,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":9},"description":"Senior Product Support Engineer\nDevelopment + Technical Support\nExperience: 5-7 years\nFunction: Product Engineering / Customer Success\nEmployment type: Full-time\nLocation: [Bangalore / Hybrid / Remote]\nReports to: [Manager, Technical Support / Head of Engineering]\nAbout the role\nThis is a hybrid engineering and support role for someone who is equally comfortable debugging a customer’s production issue and writing the code that stops it happening again.\nYou will be the senior technical escalation point for our product across heterogeneous customer environments Windows, Linux and Solaris, integrated with enterprise Active Directory, SIEM platforms and a range of network infrastructure. Roughly half your time will be spent on deep troubleshooting and customer-facing escalation; the other half on building fixes, tooling, integrations and automation that reduce future ticket volume.\nWe are looking for someone who treats a recurring support ticket as a defect to be engineered away, not a queue to be worked through.\nWhat you will do\nTroubleshooting and escalation\nOwn Level 3 escalations end to endreproduce, diagnose root cause, and drive to resolution across OS, network, database and application layers\nAnalyse logs, packet captures, stack traces, core dumps and performance counters to isolate faults in complex multi-vendor environments\nDiagnose issues spanning customer infrastructure boundaries: authentication, directory services, firewalls, proxies, certificates and network policy\nWork directly with customer IT, security and infrastructure teams, including during high-severity incidents\nProduce clear root cause analysis documents for customer and internal audiences\nDevelopment\nBuild and ship fixes, patches and product improvements in C# and Python\nDevelop diagnostic tooling, log analysers, health-check scripts and automated reproduction harnesses\nWrite and optimise SQL for investigation, data correction and performance analysis\nBuild and maintain customer-facing integrationsActive Directory, SIEM connectors, APIs and data pipelines\nContribute to product hardening: instrumentation, logging quality, error handling and observability\nDeployment and integration\nSupport installation, upgrade and configuration of the product across Windows Server, Linux (RHEL/Ubuntu) and Solaris\nConfigure and troubleshoot Active Directory / LDAP integration, Kerberos, SSO and certificate-based authentication\nIntegrate product telemetry and event data with customer SIEM platforms\nSupport cloud and hybrid deployments, including containerised environments\nKnowledge and enablement\nMaintain runbooks, knowledge base articles and troubleshooting guides\nMentor junior support engineers and act as a technical reviewer on complex tickets\nFeed recurring issues and field insight back into the product roadmap\nRequired skills and experience\nExperience\n5-7 years in a combined engineering and technical support capacity, supporting an enterprise software product deployed in customer environments\nDemonstrable history of resolving complex, cross-system production issues\nOperating systems\nStrong administration and troubleshooting on Linux (RHEL, CentOS, Ubuntu) systemd, journald, permissions, process and resource analysis, package management\nWindows Server administration - services, Event Viewer, registry, PowerShell, IIS, performance monitoring\nWorking knowledge of Solaris or another commercial UNIX in a legacy enterprise context\nShell scripting (Bash, PowerShell)\nIdentity and security\nHands-on Active Directory integration: LDAP/LDAPS, Kerberos, group policy, service accounts, delegation, trusts\nExperience integrating applications with SIEM platforms (Splunk, QRadar, ArcSight, Microsoft Sentinel or equivalent) - log forwarding, syslog, CEF/LEEF, event normalisation\nPractical understanding of TLS/PKI, certificate management and common certificate failure modes\nNetworking\nSolid grounding in TCP/IP, DNS, DHCP, routing, NAT, firewalls, load balancers and proxies\nAbility to read and interpret packet captures (Wireshark, tcpdump) to isolate connectivity and latency issues\nDevelopment\nProficient in C# / .NET\nProficient in Python for automation, tooling and data processing\nComfortable with Git, code review and CI/CD pipelines\nAbility to read unfamiliar production code and trace a fault to its source\nDatabase\nStrong SQL against at least one of SQL Server, PostgreSQL, Oracle or MySQL\nQuery performance analysis, indexing, execution plans, backup/restore, and basic administration\nCloud\nWorking knowledge of at least one major cloud platform (Azure, AWS or GCP) - compute, networking, identity, storage and managed database services\nFamiliarity with containerised deployment (Docker; Kubernetes an advantage)\nUnderstanding of hybrid architectures where product components span on-premises and cloud\nDesirable\nExperience with email infrastructure and protocolsIMAP, SMTP, Exchange/EWS, Microsoft Graph\nExposure to machine learning or classification systems in a production support context\nInfrastructure as code (Terraform, Ansible) and observability tooling (Grafana, ELK, Prometheus)\nCertifications: RHCE/RHCSA, Microsoft (Azure Administrator, Identity and Access Administrator), AWS Solutions Architect, CCNA, Security+\nExperience supporting regulated customers - financial services, healthcare or public sector\nFamiliarity with ITIL incident, problem and change management\nWhat we look for beyond the checklist\nStructured diagnostic thinking. You form hypotheses and test them rather than changing settings until something works.\nComfort with ambiguity. Enterprise environments are undocumented and inconsistent; you find your own way in.\nCustomer-grade communication. You can explain a Kerberos delegation failure to a CISO and to a junior admin, correctly, in the same afternoon.\nComposure under pressure. You are calm and credible on a Severity 1 bridge call.\n A bias toward permanent fixes. You are more interested in the third occurrence never happening than in closing the ticket quickly.","description_format":"text","description_chars":6019,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"India","iso":"IN","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Artificial Intelligence","Cybersecurity","Information Security"],"lifecycle":[{"event":"open","at":"2026-09-25T23:37:36Z"}],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.857,"p_room":1,"age_days":8,"expected_fill_days":42,"reasons":["conf:6","velocity","win:early"],"computed_at":"2026-10-01T05:45:00Z"},"pay":{"stated_usd_annual":26512,"is_top_pay":false},"html_url":"https://alion.io/job/sisa-senior-product-support-engineer","json_url":"https://alion.io/job/sisa-senior-product-support-engineer.json","meta":{"generated_at":"2026-10-02T03:30:44Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":4923,"day_limit":5000,"remaining_today":77,"minute_limit":60,"resets_at":"2026-10-03T00:00:00Z"}}}