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Experience: 10+ yrs
Location: Mumbai, Maharashtra, India
Job Type: Full-time

We are looking for an experienced Customer Support Engineer with strong expertise in Customer Support, Customer Experience, Network Detection and Response (NDR), and enterprise network security technologies.
The role is suited for a technically solid professional who can support enterprise customers, troubleshoot complex networking and security issues, manage critical incidents, and drive problems through to resolution. You will act as a trusted technical point of contact, combining strong troubleshooting skills with a customer-first approach to deliver reliable and effective support experiences.
The ideal candidate will be comfortable working with complex network environments, analysing network traffic and security events, collaborating with engineering teams, and communicating technical solutions clearly to customers and internal stakeholders.

Key Responsibilities




• Provide advanced technical customer support for NDR and network-security solutions.
• Serve as a trusted technical point of contact for enterprise customers throughout the support lifecycle.
• Troubleshoot complex issues involving network traffic, connectivity, packet flows, protocols, system performance, and security events.
• Investigate and analyse NDR alerts, network telemetry, logs, packet captures, and diagnostic information.
• Perform structured troubleshooting and root-cause analysis for customer-reported incidents.
• Own customer issues from initial investigation through resolution, validation, and closure.
• Manage critical incidents and escalations while maintaining clear and professional customer communication.
• Understand customer impact and prioritise issues based on severity, business impact, and service commitments.
• Work closely with Engineering, Product, QA, and Development teams to resolve complex tec

📌 Customer Support Engineer (Mumbai)
🏢 Weekday AI
📍 Mumbai