AiStrike is looking for a technically strong Customer Support Engineer to provide L2/L3 support to global enterprise customers for our AI-native cybersecurity platform.
Location: Pune, Maharashtra
Experience: 5–8 Years
Job Type: Full-Time
Shift: 2:00 PM – 11:00 PM IST
We are rapidly growing our engineering team after securing $8.5 M in Seed funding from reputable VCs to scale our traction with both existing and new customers. As a team, we leverage AI in our own engineering workflows to build faster as we grow the SaaS-based, multi-tenant cyber defense platform designed to revolutionize security operations. Our platform utilizes patented LLM models and Composite AI to deliver AI-powered detection engineering, automated triage, response automation, and cloud-native security coverage across hybrid environments.
Key Responsibilities
- Provide L2/L3 technical support for AiStrike's platform and integrations
- Troubleshoot complex issues across SIEM, XDR, SOAR, ITSM, APIs, and security integrations
- Analyze logs, configurations, and system behavior to identify root causes
- Work closely with Engineering, QA, and Customer Success teams for issue resolution and RCA
- Maintain technical documentation and knowledge-base articles
- Gather customer feedback and contribute to product improvements
- Manage and triage tickets within SLA; keep progress and ETAs updated through cross-functional coordination with Engineering and Product
- Reproduce and document bugs, escalate critical issues with full context to engineering
- Proactively communicate platform status, ingestion delays, and issue resolution progress to customers
- Serve as the technical point of contact for customer-reported bugs and enhancement requests
Requirements
- 5–8 years of experience in technical/product support, preferably in Cybersecurity or SaaS.
- Robust understanding of SOC operations, threat intelligence, vulnerabilities, malware, and security fundamentals.
- Good knowledge of TCP/IP, OSI, DNS, D
📌 Customer Support Engineer (Pune)
🏢 AiStrike
📍 Pune