About The Company

AiStrike is an innovative cybersecurity company specializing in AI-native security solutions designed to protect organizations from evolving digital threats. Backed by reputable venture capital firms, AiStrike has rapidly established itself as a leader in the SaaS-based, multi-tenant cyber defense space. Our cutting-edge platform leverages patented Large Language Models (LLMs) and Composite AI to deliver advanced detection engineering, automated triage, and response automation across hybrid cloud environments.

With a focus on revolutionizing security operations, AiStrike is committed to building scalable, intelligent security solutions that empower enterprise clients worldwide.

About The Role

We are seeking a highly skilled Customer Support Engineer with a strong technical background to join our growing team in Pune, Maharashtra. This role is pivotal in providing Level 2 and Level 3 technical support to our global enterprise customers, ensuring the seamless operation of our AI-driven cybersecurity platform. The ideal candidate will have 5 to 8 years of experience in technical support, preferably within cybersecurity or SaaS environments, and possess a deep understanding of security operations, network protocols, and troubleshooting methodologies.

This position offers an excellent prospect to work at the forefront of cybersecurity innovation, collaborating closely with engineering, QA, and customer success teams to resolve complex issues and improve our platform continuously.

Qualifications The ideal candidate will possess a Bachelor’s degree in Computer Science, Information Technology, Cybersecurity, or an equivalent field. They should have 5 to 8 years of experience in technical or product support,



with a proven track record in resolving complex technical issues within cybersecurity or SaaS platforms. Strong knowledge of network fundamentals such as TCP/IP, OSI model, DNS, DHCP, LAN/WAN, along with proficiency in Windows and Linux operating systems is essential.

Candidates should demonstrate excellent troubleshooting, log analysis, and problem-solving skills, coupled with exceptional written and verbal communication abilities. Relevant cybersecurity certifications like Security+, CEH, CCNA, or CISSP are advantageous, indicating a solid understanding of security principles and practices.

Responsibilities

- Provide Level 2 and Level 3 technical support for AiStrike's cybersecurity platform and its integrations with various security tools and systems.
- Diagnose and troubleshoot complex issues involving SIEM, XDR, SOAR, ITSM, APIs, and other security integrations.
- Analyze logs, configurations, and system behaviors to identify root causes of technical problems.
- Collaborate closely with Engineering, QA, and Customer Success teams to ensure timely resolution of issues and root cause analysis (RCA).
- Maintain comprehensive technical documentation and update knowledge-base articles to facilitate ongoing support and training.
- Gather customer feedback to identify recurring issues and contribute to product enhancements and feature development.




- Manage and prioritize support tickets within defined Service Level Agreements (SLAs), providing regular updates on progress and estimated resolution times.
- Reproduce, document, and escalate bugs or critical issues to engineering teams with detailed context and steps to reproduce.
- Proactively communicate platform status, ingestion delays, and resolution progress to customers, maintaining transparency and trust.
- Serve as the primary technical contact for customers reporting bugs or requesting new features, ensuring their concerns are addressed effectively.

Benefits AiStrike offers a agile and collaborative work environment with numerous benefits including competitive salary packages, health insurance, and paid time off. Employees have opportunities for professional growth through ongoing training and certifications. The company promotes a culture of innovation, inclusion, and continuous learning, encouraging team members to develop their skills and advance their careers. Additionally, AiStrike provides flexible work arrangements and a supportive team environment, fostering a healthy work-life balance. Being part of a rapidly growing organization, employees can expect to be at the forefront of cybersecurity technology and make a tangible impact on global security landscapes.

Equal Opportunity

AiStrike is an equal opportunity employer committed to fostering an inclusive environment for all employees. We do not discriminate based on race, religion, gender, sexual orientation, age, disability, or any other protected characteristic. We believe diversity drives innovation and are dedicated to creating a workplace where everyone feels valued and empowered to contribute their best.

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