Job Description
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.
n Location: Pune, Maharashtra
n Experience: 5–8 Years
n Job Type: Full time
n Shift: 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 current 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 settings.
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n Key Responsibilities
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Provide L2/L3 technical support for AiStrike's platform and integrationsn
Troubleshoot complex issues across SIEM, XDR, SOAR, ITSM, APIs, and security integrationsn
Analyze logs,



configurations, and system behavior to identify root causesn
Work closely with Engineering, QA, and Customer Success teams for issue resolution and RCAn
Maintain technical documentation and knowledge-base articlesn
Gather customer feedback and contribute to product improvementsn
Manage and triage tickets within SLA; keep progress and ETAs updated through cross-functional coordination with Engineering and Productn
Reproduce and document bugs, escalate critical issues with full context to engineeringn
Proactively communicate platform status, ingestion delays, and issue resolution progress to customersn
Serve as the technical point of contact for customer-reported bugs and enhancement requestsn

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n Requirements
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5–8 years of experience in technical/product support, preferably in Cybersecurity or SaaS .n
Strong understanding of SOC operations, threat intelligence, vulnerabilitie

📌 Customer Support Engineer Pune
🏢 AiStrike
📍 Pune