Technical Support Engineer - Security Applications

Join Qualys, a dynamic company where innovation and teamwork converge to support world-changing missions. We are seeking a passionate Technical Support Engineer - Security Applications to join our Pune, India team. This role is pivotal in ensuring exceptional customer satisfaction by collaborating with Development, QA, Operations, Customer Service, Finance, Sales, and Alliances. You will be instrumental in delivering a friendly and professional customer experience throughout the entire customer service lifecycle.

This position involves providing technical assistance via phone, email, and WebEx for a suite of Qualys security applications delivered through our SaaS platform. We are looking for self-motivated individuals who excel at thinking creatively to resolve complex technical challenges.

Key Responsibilities

• Serve as the primary technical point of contact for customers, ensuring prompt resolution of technical issues.
• Deliver in-depth troubleshooting and technical support for security applications and network environments.
• Partner with Development, QA, and Operations teams to effectively diagnose and resolve product-related issues.
• Cultivate strong customer relationships to foster satisfaction and long-term retention.
• Maintain and expand the knowledge base by documenting troubleshooting steps, resolutions, and best practices.
• Participate in a rotational shift schedule to provide continuous 24/7 support coverage.

Qualifications & Skills

Required

• 1-2 years of experience in a technical support capacity.
• Solid understanding of Networking, IT Security, SSL/TLS, OpenSSH, and Windows/Linux troubleshooting.
• Hands-on experience with Vulnerability Management and Web Application Security/Firewall applications.
• Proficiency in TCP/IP protocols and LAN/WAN infrastructures.
• Familiarity with essential OS services including IIS, BIND, Apache, AD, WINS, Samba, and SSH.
• Strong knowledge of firewall, Intrusion Detection System (IDS) technologies, and Network Vulnerability Scanners.
• Excellent analytical and problem-solving abilities.
• Outstanding verbal and written communication skills.
• Bachelor's degree in Computer Science or equivalent practical experience.

Preferred

• Experience with packet capture analysis and diagnostics.
• Prior experience with API support and knowledge of Regex.
• Familiarity with scripting languages such as Bash, Python, or PowerShell.
• Understanding of major web servers (IIS, Apache, WebSphere, Tomcat, WebLogic) and enterprise platforms (Linux, Windows 2003/2008, Windows NT, Novell, Lotus Notes, Mac OS).
• Knowledge of Oracle and Microsoft SQL databases.
• Relevant certifications such as CCNA, MCSE, CISSP, CompTIA Security+, or CEH are highly advantageous.
• Experience with customer support tools like Salesforce and Jira.
• Flexibility to work rotational shifts or adhere to US work hours.