[Hiring] Associate Technical Support Engineer @Critical Start

Role Description

We are seeking an Associate Technical Support Engineer to join the Critical Start Technologies Private Ltd. team, operating under the Critical Start umbrella, for our India operations.

The ideal candidate will help deliver successful security outcomes while providing an exceptional customer experience. You are 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. You possess a strong ability to problem-solve, collaborate effectively, and engage the right people without overcommitting resources, while ensuring customers are kept informed.

This role is designated as a Remote position. You are required to have a reliable high-speed internet connection, the ability to participate in video meetings, and a dedicated home office or private workspace suitable for professional work. As the position involves collaboration with U.S. based teams and clients, you will be expected to work a night shift of 5:30pm IST to 2:30am IST to align with U.S. business hours, as guided by your manager.

What You Will Be Doing?

• Serve as the first line of support for Critical Start customers, handling break/fix, bug, and enhancement requests across Endpoint, SIEM, and security-focused tools.
• Manage ticket queues to meet or exceed established KPIs, ensuring accurate and timely resolution.
• Act as incident manager for major issues, driving resolution from initiation through closure and delivering root cause analysis (RCA) to customers.
• Collaborate with internal teams to restore services for critical systems.
• Communicate customer risks and escalations to Sales and Customer Success stakeholders.
• Partner with R&D, Development, and Product teams to relay customer feedback and influence improvements.
• Create, author, and review knowledge articles that empower team members and enhance the customer experience.
• Participate in ongoing training and professional development opportunities.

Qualifications

• 3+ years of experience in customer support, customer success, or account management with a SaaS, Cloud, or Security provider (MSP/MSSP).
• 3+ years of direct experience in technical customer support.
• Must be available to work night shift hours (5:30pm - 2:30am IST) to support collaboration with U.S. based teams and clients.
• 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.

Requirements

• AI cybersecurity experience is an additional advantage.
• 3+ 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).
• AI Competency: Foundational understanding of AI, ML, and GenAI concepts and their relevance to customer experience. Should be able to demonstrate use of AI for precise service delivery and productivity boost.
• Understands data privacy principles and avoids sharing sensitive information in AI systems or public tools.

Benefits

• Competitive salary.
• Statutory PTO (Paid Time Off) policy.
• Depending on the role, you may work in the office, remotely, or adopt a hybrid work model.

How to Apply:

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