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