Primary Skills: Technical Support (advanced). TCP/IP Fundamentals (advanced), DNS (advanced), DHCP (advanced), Subnetting (advanced), Routing Concepts (intermediate)

Position Type: Permanent

Location: Trivandrum, Kerala

Shift: Rotational (24*7)

Mode of Work: Hybrid
WBW

NOTE: Role is open to Women Back to Work candidates with a career gap

Women Back to Work, the prominent global organization specializing in returnship programs, is pleased to collaborate with one of the leading companies in the Networking & Cybersecurity industry, to extend return-to-work opportunities.

The WBW returnship program is exclusively designed for professionals who have taken a career break, whether for caregiving responsibilities, raising a child, or other voluntary reasons. If you have a gap in your work history, we warmly encourage you to apply. This returnship provides a platform to enhance your skills, build on your experience, and cultivate meaningful connections.

Job Summary:

This role is responsible for providing advanced technical support to SaaS customers,



resolving complex network and system issues. You will collaborate with engineering teams to diagnose problems, develop workarounds, and contribute to product enhancements. The ideal candidate will be a skilled problem-solver with a deep understanding of networking protocols and a customer-focused approach.

Key Responsibilities:
- Provide remote technical support for SaaS customers via phone, email, chat, and web.
- Troubleshoot DNS, DHCP, TCP/IP, routing, switching, and networking issues.
- Diagnose, resolve, and own customer cases end-to-end.
- Collaborate with Engineering to resolve product issues.
- Create technical documentation and knowledge base articles.
- Support a 24x7 rotational support workplace.

Must-Have Skills:
- Networking: TCP/IP, OSI Model, IPv4, Subnetting, Routing & Switching
- Protocols: DNS, DHCP, ARP, ICMP, TCP, UDP
- Routing: OSPF, BGP, VRRP (basic knowledge)
- OS: Linux/Unix or Windows
- Cloud

📌 Enterprise TSE (Thiruvananthapuram)
🏢 Akraya
📍 Thiruvananthapuram