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, MaharashtraExperience: 5–8 YearsJob Type: Full-TimeShift: 2:00 PM – 11:00 PM ISTWe 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 ResponsibilitiesProvide L2/L3 technical support for AiStrike's platform and integrationsTroubleshoot complex issues across SIEM, XDR, SOAR, ITSM, APIs, and security integrationsAnalyze logs, configurations, and system behavior to identify root causesWork closely with Engineering, QA,



and Customer Success teams for issue resolution and RCAMaintain technical documentation and knowledge-base articlesGather customer feedback and contribute to product improvementsManage and triage tickets within SLA; keep progress and ETAs updated through cross-functional coordination with Engineering and ProductReproduce and document bugs, escalate critical issues with full context to engineeringProactively communicate platform status, ingestion delays, and issue resolution progress to customersServe as the technical point of contact for customer-reported bugs and enhancement requestsRequirements5–8 years of experience in technical/product support, preferably in Cybersecurity or SaaS.Strong understanding of SOC operations, threat intelligence, vulnerabilities, malware, and security fundamentals.Valuable knowledge of TCP/IP, OSI, DNS, DHCP, LAN/WAN, Windows and Linux.Strong troubleshooting, log analysis, and problem-solving skills.Excellent written and verbal communication skills.Bachelor’s degree in Computer Science, IT, Cybersecurity, or equivalent experience.Good to HaveExperience with SIEM, XDR, SOAR, Firewalls/IDS.Knowledge of Wireshark, APIs, Regex, Python, Bash, or PowerShell.Experience with Jira, Zendesk, or Salesforce.Cybersecurity certifications such as Security+, CEH, CCNA, or CISSP.

📌 Customer Support Engineer (Maharashtra)
🏢 AiStrike
📍 Maharashtra