Critical Start

Technical Support Engineer, COE

Job Locations IN-Pune, Maharashtra
ID
2024-1447
Category
Customer Service/Support
Position Type
Regular Full-Time

Who We Are

Want to be part of a company that empowers you to innovate and implement your powerful ideas as you help shape the future of cybersecurity? Since 2012, CRITICALSTART has assisted in safeguarding numerous businesses from cyberattacks, preparing them for upcoming threats, and earning a plethora of awards along the way. 

 

We thrive on innovation, devoid of bureaucracy. CRITICALSTART pioneered the first MOBILESOC app for on-the-go threat detection and response, devised a method to automatically resolve the majority of security alerts, and introduced services that reduce alert investigation time by 99.3% (our analysts truly appreciate us for that). 

 

Everything we do revolves around our three core principles: 

  

Do what’s best for our customers.  

Do what’s best for our employees. 

Don’t do things that suck. 

 

That's basically it. 

 

If you'd prefer to hear from our Critical Crew, watch this video to learn about their perspectives. Look at our Glassdoor reviews for another internal viewpoint (Pssst...want to grab our attention when you submit your resume? Include something about our Glassdoor reviews that resonated with you). 

 

What can we offer you? 

  • Daily opportunities to make a difference. Whether it's protecting our customers from attacks and breaches or contributing to the greater good. 
  • An abundance of intelligent, talented, high-performing individuals to collaborate with. We value accountability, support each other's growth, and genuinely enjoy what we do. 
  • An approach of continuous improvement to revolutionize our industry and surpass mediocrity. While many cybersecurity companies hire competent individuals, we believe in striving for excellence. Don't you believe you're capable of more than just being good? 
  • Constant learning, unlocking innovative ideas, and a nurturing, cooperative environment. 
  • Extensive industry recognition. We receive so much acclaim that it's nearly overwhelming. Almost. 
  • Our teammate put it best: "Every day presents new challenges and ample opportunities for professional growth... Your contributions directly impact the company's overarching purpose, and the sense of belonging and culture are unparalleled. 

Who You Are

We are seeking a Technical Support Engineer to join the Critical Start Technologies Private Ltd. team, operating under the Critical Start umbrella, for our India operations. This person would help us achieve successful security outcomes and deliver an excellent customer experience. We are looking for detail-oriented professionals with experience in providing support through email, telephone, and chat, particularly to security and IT teams in both SaaS and Enterprise environments.

 

The ideal candidate will possess a robust background in handling inbound support requests, responding to automated alerts from internal systems, investigating break/fix requests, and documenting essential information for escalation to engineering teams for resolution. Demonstrated problem-solving abilities and a commitment to facilitating collaboration without overcommitting resources, while ensuring customers are consistently updated, are essential skills for this role.

What You Will Be Doing?

  • Responsible for delivering initial support to Critical Start customers
  • Ensuring accurate and timely handling of ticket requests related to break/fix, bugs, and enhancements in Endpoint, SIEM, and Security tools.
  • Coordinate with internal resources for service restoration of critical systems, serving as an incident manager for major issues and providing Root Cause Analysis (RCA) to impacted customers.
  • Manage ticket queue to meet or exceed documented KPIs.
  • Collaborate with Sales and Customer Success to communicate customer risk, and author support articles for knowledge sharing.
  • Collaborate with R&D, Development, and Product teams to relay feedback, feature requests, and enhancements.
  • Execute assigned technical, professional, and business training for career development.

What You Will Bring?

Required Qualifications:

  • 4+ years of experience in customer support, customer success, or account management with a SaaS, Cloud, or Security provider (MSP/MSSP).
  • Experience in SIEM support for Sentinel, Splunk, or Devo, including configuration, log source health validation, and connector configuration.
  • 4+ years of direct customer support experience in a technical capacity.
  • The ability to work overlap hours (night shift) to collaborate with the U.S. team. 
  • Experience in driving communications, problem resolution, problem-solving, and incident management.
  • Excellent writing and verbal communication skills.
  • Eagerness to solve problems collaboratively without overcomplicating processes.
  • 2+ years of experience using a ticketing system to intake, track, maintain, and resolve customer requests and incidents.
  • Capability to communicate effectively with internal teams and build relationships that contribute to positive outcomes for our customers.

Desired Qualifications:

  • 3+ years of experience in Azure Sentinel, Splunk, or Devo SIEM platform.
  • Experience working with SIEM products, particularly Splunk Enterprise, SplunkCloud, Microsoft Sentinel, SumoLogic and/or Devo.
  • Experience with setting up and configuring forwarding solutions such as Heavy Forwarders, Universal Forwards, Microsoft AMAs, and Devo Relays.
  • Working knowledge of Linux CLI.
  • Proficient with search query languages such as SPL, KQL, and SQL.

What It's Like Working Here

Imagine a dynamic, enjoyable, and rewarding work environment. We are professionals, and the work we do holds immense significance, like saving our customers from potential disasters. However, we believe in not taking ourselves too seriously. 

  

Prefer a casual dress code every day? No problem, as we find comfort enhances our thinking. 

  

What does our Compensation and Benefits package entail? 

 

  • Competitive salary with bonus potential 
  • Flexible PTO (Paid Time Off) policy 
  • Depending on the role, you may work in the office, remotely, or adopt a hybrid work model.  
  • And a new Tesla... just kidding! Kudos for making it to the end. 

  

Critical Start welcomes people from all backgrounds and walks of life. One of our core values is to “Do what’s best for our employees,” and that starts with the hiring process by finding the best candidates and providing an environment that upholds equal employment opportunities for all employees and applicants, strictly prohibiting any form of discrimination or harassment based on race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. 

  

This policy encompasses all aspects of employment, including recruitment, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. 

 

Mental and Physical Requirements 

It's important to note that specific physical and mental requirements may vary depending on the nature of the office job, organization, and individual responsibilities. 

 

Physical:  

  • Stationary position for extended periods of time. 
  • Constantly operate a computer.  
  • Occasionally you may be required to move equipment or other items up to 20 lbs. 
  • The ability to communicate information and ideas so others will understand. Must be able to exchange accurate information in these situations. 

 

Mental:  

  • Must be able to apply established protocols in a timely manner. 
  • Make timely decisions in the context of workflow. 
  • Ability to complete tasks and perform in situations requiring speed deadlines, or productivity quota. 
  • Ability to work effectively and efficiently in high stress situations. 
  • Ability to simultaneously address multiple complex problems. 

 

How to Apply:  

Interested candidates are invited to visit our career site and apply for the position: https://www.criticalstart.com/careers/ 

 

 

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