We are looking for a Technical Support Engineer II (TSE 2) to join our global Customer Support team. This role is ideal for someone with a strong technical foundation who is eager to grow into a subject matter expert. You will be responsible for troubleshooting complex customer issues, collaborating with engineering and product teams, and driving customer satisfaction through timely and effective solutions.

As a TSE 2, you are expected to go beyond basic troubleshooting by performing in-depth analysis, mentoring junior engineers, and taking ownership of technical cases to closure.

Key Responsibilities Serve as the primary technical contact for customers, managing support cases from initial intake through resolution

Troubleshoot, analyze, and resolve complex technical issues across product areas (networking, security, OS, applications, etc.)

Reproduce customer issues in lab environments and document clear findings for Engineering escalation when required

Collaborate with Engineering, QA, and Product teams to drive bug fixes and product improvements

Mentor and assist TSE 1 engineers in case handling, best practices, and technical skill development

Ensure timely updates and clear communication with customers on case progress and action plans

Document solutions, troubleshooting steps, and knowledge base articles to enhance team efficiency

Participate in 24x7 on-call rotations, weekend shifts, or critical incident response as needed





Contribute to process improvements and best practices to improve customer experience Requirements Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent hands-on experience)

3-5 years of experience in Technical Support, System Administration, or a related role

Strong troubleshooting skills in at least two of the following areas:

Operating Systems: Windows, Linux/Unix

Networking: TCP/IP, DNS, VPN, Firewalls, Routing

Security Technologies: SIEM, IDS/IPS, endpoint security, SSL/TLS, PKI

Databases/Applications: SQL, log analysis, application troubleshooting

Familiarity with virtualization platforms (VMware, Hyper-V, or similar) and cloud technologies (AWS, Azure, GCP)

Excellent problem-solving, analytical, and communication skills

Ability to handle high-pressure situations with professionalism and empathy Preferred Qualifications Certifications such as CCNA, RHCSA, CEH, Security+, or equivalent

Experience with enterprise security products, SIEM tools, or incident response

Prior experience working with global customers in a 24x7 support workplace

Ability to script or automate tasks (Python, PowerShell, Bash, etc.) is a plus What We Offer Opportunity to work with cutting-edge security technologies and enterprise customers

Collaborative, diverse, and fast-paced work environment

Professional growth with learning and certification opportunities

Competitive compensation and benefits package

📌 Technical Support Engineer (India)
🏢 PartnerOne
📍 India