Associate Technical Support Engineer, COE @ Critical Start

We are seeking a Associate 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 deliver successful security outcomes while providing an exceptional customer experience. The ideal candidate will be a detail-oriented individual with experience providing email, telephone, and chat-based support to security and IT teams in a SaaS or Enterprise environment.

This candidate will have experience managing inbound support requests, responding to automated alerts from internal systems, investigating break/fix requests, and documenting necessary information for escalation to engineering teams for effective resolution.

A strong ability to problem-solve, collaborate effectively, and engage the right people without overcommitting resources, while ensuring customers are kept informed, is essential for this role.

The Associate Technical Support Engineer will provide the first line of support to Critical Start customers, ensuring accurate and timely ticket handling for break/fix, bug, and enhancement requests across Endpoint, SIEM, and security-focused tools.

You will collaborate with internal teams to restore services for critical systems and act as incident manager for major issues from initiation to resolution, including delivering a root cause analysis (RCA) to customers.

This role involves managing ticket queues to meet or exceed KPIs, communicating customer risks to Sales and Customer Success, and contributing to knowledge sharing through documentation. Additionally, you will collaborate with R&D, Development, and Product teams to relay feedback, participate in ongoing training to support your professional growth, and create, author, and review knowledge articles that empower team members and enhance the customer experience.

Required Qualifications:

• 2+ years of experience in customer support, customer success, or account management with a SaaS, Cloud, or Security provider (MSP/MSSP).
• 2+ years of direct experience in technical customer support.
• Proven experience in facilitating communication, problem resolution, and incident management.
• Strong written and verbal communication skills.
• A collaborative approach to problem-solving, ensuring the right people are involved without adding unnecessary complexity.
• Familiarity with using ticketing systems to intake, track, manage, and resolve customer requests and incidents.
• Ability to build relationships and communicate effectively with internal teams to help deliver positive customer outcomes.
• Ability to participate in on-call rotations to provide timely support and ensure continuous service availability.

Desired Qualifications:

• AI cybersecurity experience is an additional advantage.
• 2+ years of experience with Azure Sentinel, Splunk, or a similar SIEM platform; including configuration, log source health validation, and connector configuration.
• Experience working with SIEM products, preferably Splunk Enterprise, SplunkCloud, Microsoft Sentinel, SumoLogic, and/or Devo.
• Experience in setting up and configuring forwarding solutions, such as Heavy Forwarders, Universal Forwarders, Microsoft AMAs, and Devo Relays.
• Proficiency in search query languages, such as SPL, KQL, and SQL.
• Working knowledge of Linux command-line interface (CLI).

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. Howe'ver, 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.

Mental and Physical Requirements

Its 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.