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Experience: 10+ yrs

Location: Mumbai, Maharashtra, India

Job Type: Full-time

We are looking for an experienced Network Traffic Support Professional to provide advanced technical and customer support for network traffic monitoring, analysis, visibility, and troubleshooting solutions. The role requires a strong combination of networking expertise, technical problem-solving, customer support, and incident management .

The ideal candidate will have extensive experience supporting enterprise customers, diagnosing complex network traffic issues, coordinating with engineering teams, and driving technical problems through to resolution. You will act as a trusted technical point of contact for customers while ensuring timely resolution, clear communication, and a high standard of support.

Requirements Key Responsibilities

- Provide advanced technical customer support for network traffic monitoring, visibility, analysis, and troubleshooting solutions
- Act as a primary technical point of contact for enterprise customers during complex incidents and support engagements
- Diagnose network traffic, connectivity, performance, configuration, and application-related issues
- Analyse network packets, traffic flows, logs, alerts, system behaviour, and other diagnostic information
- Troubleshoot issues across network infrastructure, operating systems, applications, and solution components
- Work with customers to understand business impact, reproduce technical issues, and define appropriate troubleshooting approaches
- Own customer incidents from initial investigation through resolution and closure
- Manage technical escalations and ensure customers receive timely,



accurate, and transparent updates
- Perform root-cause analysis and document findings, corrective actions, and preventive recommendations
- Collaborate with Engineering, Product, QA, and Development teams to resolve complex product and technical issues
- Collect and analyse logs, configuration details, packet captures, and other diagnostic artefacts required for investigation
- Support solution configuration, upgrades, deployments, integrations, and troubleshooting activities
- Identify recurring technical issues and recommend improvements to products, documentation, and support processes
- Maintain detailed case records, troubleshooting notes, knowledge articles, and technical documentation
- Develop and maintain troubleshooting guides, FAQs, standard operating procedures, and support playbooks
- Monitor support queues, incident priorities, response times, and resolution commitments
- Communicate technical issues and solutions clearly to customers, internal teams, and senior stakeholders
- Participate in critical incident reviews and contribute to continuous improvement of customer-support operations
- Provide technical guidance and mentoring to junior support engineers when required

What Makes You a Great Fit
- 10+ years of experience in technical support, network support, network operations, enterprise infrastructure, or a related technology domain




- Strong hands-on experience in customer-facing technical support and enterprise incident management
- Excellent understanding of TCP/IP, Ethernet, DNS, DHCP, HTTP/HTTPS, routing, switching, VLANs, VPNs, and network troubleshooting
- Strong knowledge of network traffic analysis, packet inspection, traffic flows, monitoring, and network visibility concepts
- Experience analysing packet captures using tools such as Wireshark or similar network-analysis utilities
- Solid troubleshooting and root-cause analysis capabilities across complex technical environments
- Experience working with Linux and/or Windows operating systems and enterprise infrastructure
- Ability to interpret system logs, network traces, configurations, alerts, and diagnostic data
- Proven experience managing critical customer escalations and production incidents
- Excellent written and verbal communication skills with the ability to explain complex technical issues clearly
- Strong customer-service mindset with a focus on ownership, responsiveness, and customer satisfaction
- Experience collaborating with Engineering, Product, QA, and other technical teams to resolve complex issues
- Strong documentation, incident reporting, and knowledge-management skills
- Ability to prioritise multiple customer issues and work effectively in a high-pressure support environment
- Strong analytical, organisational, and problem-solving skills
- Ability to work independently while maintaining effective communication with customers and internal stakeholders
- A Bachelor's degree in Computer Science, Information Technology, Electronics, Networking, or a related discipline is preferred

📌 Network Traffic Support Expert (Mumbai)
🏢 Weekday AI (YC W21)
📍 Mumbai