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 environment.

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: Basic AWS, SaaS, PaaS, IaaS

- Support: Technical troubleshooting, TAC/Remote Support, Log Analysis

- Soft Skills: Communication, Problem-solving, Customer-focused

Industry Experience:

Experience in Technical Assistance Centers (TAC), enterprise networking, or SaaS technical support, with hands-on troubleshooting of TCP/IP, DNS, DHCP, routing, and switching for global customers.

ABOUT AKRAYA

Akraya is an award-winning IT staffing firm consistently recognized for our commitment to excellence and a thriving work environment. Most recently, we were recognized Stevie Employer of the Year 2025, SIA Best Staffing Firm to work for 2025, Inc 5000 Best Workspaces in US (2025 & 2024) and Glassdoor's Best Places to Work (2023 & 2022)!

Industry Leaders in Tech Staffing

As Talent solutions provider for Fortune 100 Organizations, Akraya's industry recognitions solidify our leadership position in the IT staffing space. We don't just connect you with excellent jobs, we connect you with a workplace that inspires!

Join Akraya Today!

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📌 Enterprise TSE - SaaS : 26-02046 (Thiruvananthapuram)
🏢 Akraya
📍 Thiruvananthapuram