AiStrike is looking for a technically robust Customer Support Engineer to provide L2/L3 support to global enterprise customers for our AI-native cybersecurity platform.

nLocation: Pune, Maharashtra

nExperience: 5–8 Years

nJob Type: Full-Time

nShift: 2:00 PM – 11:00 PM IST

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nWe 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.

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nKey Responsibilities

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- Provide L2/L3 technical support for AiStrike's platform and integrations
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- Troubleshoot complex issues across SIEM, XDR, SOAR, ITSM, APIs, and security integrations
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- Analyze logs, configurations, and system behavior to identify root causes
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- Work closely with Engineering, QA, and Customer Success teams for issue resolution and RCA
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- Maintain technical documentation and knowledge-base articles
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- Gather customer feedback and contribute to product improvements
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- Manage and triage tickets within SLA; keep progress and ETAs updated through cross-functional coordination with Engineering and Product
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- Reproduce and document bugs, escalate critical issues with full context to engineering
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- Proactively communicate platform status, ingestion delays, and issue resolution progress to customers
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- Serve as the technical point of contact for customer-reported bugs and enhancement requests
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nRequirements

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- 5–8 years of experience in technical/product support, preferably in Cybersecurity or SaaS.
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- Strong understanding of SOC operations, threat intelligence, vulnerabilities, malware, and security fundamentals.
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- Good knowledge of TCP/IP, OSI, DNS, DHCP, LAN/WAN, Windows and Linux.
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- Strong troubleshooting, log analysis, and problem-solving skills.
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- Excellent written and verbal communication skills.
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- Bachelor’s degree in Computer Science, IT, Cybersecurity, or equivalent experience.
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nGood to Have

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- Experience with SIEM, XDR, SOAR, Firewalls/IDS.
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- Knowledge of Wireshark, APIs, Regex, Python, Bash, or PowerShell.
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- Experience with Jira, Zendesk, or Salesforce.
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- Cybersecurity certifications such as Security+, CEH, CCNA, or CISSP.
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📌 Customer Support Engineer (Pune)
🏢 AiStrike
📍 Pune