Tech Support Engineer

Job Summary:

We are looking for a highly motivated and customer-focused Customer Support & Professional Services Engineer with strong expertise in Network Detection & Response (NDR), cybersecurity, and network infrastructure. In this role, you will be responsible for deploying, integrating, and supporting Vehere’s AI-powered network security solutions across enterprise environments. You will work closely with customer SOC teams, network engineers, and internal product teams to ensure successful implementation, optimal performance, and rapid issue resolution.

Key Roles and Responsibilities:

Deliver end-to-end deployment and professional services for Vehere NDR solutions, including installation, configuration, integration, and optimization.
Provide Level 1/Level 2 technical support to enterprise customers, ensuring timely resolution and excellent customer experience.
Analyze network traffic, packet captures (PCAP), Net Flow, and security logs to detect anomalies, troubleshoot issues, and validate threat detection.
Collaborate with SOC teams to enhance detection use cases, reduce dwell time, and improve incident response efficiency.
Support SOC setup, tuning, and operationalization, leveraging hands-on experience in security monitoring and incident handling.
Troubleshoot complex issues and work closely with engineering, QA, and product teams to escalate bugs, resolve defects, and recommend enhancements.
Conduct root cause analysis (RCA) and provide clear, actionable remediation steps to customers.
Engage with customers through tickets, calls, email, and remote sessions, ensuring clear communication and professional service delivery.
Maintain accurate case documentation, deployment guides, and knowledge base articles.
Apply strong knowledge of networking (routing, switching, TCP/IP protocols) and cybersecurity in daily operations.
Ensure adherence to quality standards and safeguard the Confidentiality, Integrity, and Availability (CIA) of customer and organizational data.
Must be capable of delivering knowledge transfer sessions to customers and partners on deployed solutions.

Skills and Experience:

Bachelor’s degree in Computer Science, Information Security, Electronics, or related field (or equivalent experience).
4-5 years of experience in technical support, professional services, or deployment roles in cybersecurity/network security domain.
Hands-on experience with Network Detection & Response (NDR), Network Security tools, IDS/IPS, SIEM, or similar technologies.
Strong understanding of networking fundamentals: TCP/IP, routing, switching, DNS, VPNs, firewalls, and protocols.
Experience working in a Security Operations Center (SOC) environment or in SOC setup/implementation projects.
Proficiency in analyzing PCAPs, traffic analysis tools (e.g., Wireshark), logs, and threat patterns.
Experience in Linux environments and basic scripting (Python/Shell) is desirable.
Familiarity with incident response processes, threat hunting, and cybersecurity frameworks.
Strong troubleshooting, analytical, and problem-solving skills with a positive attitude to learn on the job.
Excellent communication and customer-facing skills with the ability to handle enterprise clients specifically, BFSI, Government, PSUs etc.
Flexible to travel and work from customer sites.

Preferred Qualifications:

Industry certifications such as CEH, CISSP, CCNA/CCNP, GCIA, GCIH, or equivalent desirable.

Experience with cloud environments (AWS, Azure) and hybrid network architectures.
Prior experience supporting or deploying AI/ML-based security solutions