About Position:

We are seeking a highly motivated Product Support Engineer Cloud Security with expertise in Cloud Security, SASE, Zero Trust, and Enterprise Networking technologies. The ideal candidate will serve as a technical support expert and escalation engineer responsible for resolving complex customer issues involving networking, cloud infrastructure, and contemporary security platforms. This role requires strong troubleshooting skills, customer engagement capabilities, and hands-on experience with cloud security technologies such as Netskope, SASE, ZTNA, CASB, and Zero Trust frameworks. The successful candidate will work closely with Engineering, DevOps, Product Management, and Customer Success teams to drive issue resolution, improve platform stability, and enhance customer experience.

Role: Product Support Engineer Cloud Security
Location: All Persistent Locations
Experience: 2 to 8 Years
Job Type: Full-Time Employment

What You'll Do:

Act as the primary technical escalation engineer for critical and high-priority customer issues.
Troubleshoot advanced networking,



cloud security, and infrastructure-related problems including connectivity, latency, authentication, policy enforcement, and access control issues.
Communicate directly with customers through video calls, phone calls, emails, and case management systems.
Provide timely customer updates, resolution plans, and technical guidance throughout the support lifecycle.
Support and troubleshoot Cloud Security, SASE, Zero Trust, ZTNA, CASB, SWG, and related security platforms.
Perform detailed analysis of network traffic using tools such as Wireshark, TCPDump, Netmon, and packet capture utilities.
Diagnose issues involving TCP/IP, DNS, DHCP, Routing, Switching, VPNs, Firewalls, Load Balancers, and Proxy technologies.
Support cloud-delivered security solutions including Netskope and similar Secure Service Edge platforms.
Troubleshoot SSL/TLS decryption, authentication, SSO, policy enforcement, and secure access

📌 Product Support Engineer – Cloud Security (Mumbai)
🏢 Persistent Systems
📍 Mumbai