Role & responsibilities

Work from office Location: Kakkanad, Kochi, Kerala

Salary [update range]

Experience: 4+ years

Work Location: Kakkanad, Kochi

DataguardNXT

Work Time 10:30 am – 7:30 pm; Monday – Friday, with a rotational weekend on-call/standby shift (paid separately) as part of the team roster

We're hiring an L2 Technical Support Specialist to own and resolve complex, ambiguous technical issues across our cybersecurity and data protection portfolio — backup, disaster recovery, endpoint security, DLP and related solutions. The role is primarily L2, with occasional support on L1 queries during peak load or team gaps. We're looking for someone who thinks independently and laterally, works through an unfamiliar issue like a puzzle instead of just following a script, and is a solid team player who keeps customers calm and confident even when things get tense.

Responsibilities

- Independently diagnose and resolve L2-level technical issues across backup, disaster recovery, endpoint security, DLP and other cybersecurity and data protection solutions in our portfolio, escalating only genuinely L3 cases to vendor or senior teams.
- Step in on L1-level queries during peak volume or team gaps, and support the wider team as a reliable, collaborative player rather than working in isolation.
- Approach unfamiliar or unclear issues with out-of-the-box, first-principles thinking — form a hypothesis, test it, narrow down the cause — rather than relying only on documented steps or existing articles.
- Own tickets end-to-end: reproduce the issue, identify root cause, apply a fix,



and verify resolution with the customer before closing.
- Communicate clearly with customers in plain language, and stay calm and reassuring on tense or escalated calls so the customer feels heard and confident in the resolution.
- Support product demonstrations, PoCs, and pre-sales technical queries as needed.
- Maintain accurate records of support requests, root causes, and resolutions, and contribute reusable solutions to the knowledge base.
- Work closely with team members and vendors to stay current on product updates and releases.
- Meet service level agreements (SLAs) and maintain high customer satisfaction on assigned cases.
- Participate in the team's rotational weekend support roster, sharing on-call/standby coverage with the rest of the team.
- Track and analyze support metrics to spot recurring issues and drive permanent fixes rather than repeat workarounds.
- Continuously build depth across cybersecurity, backup/DR, and broader data protection technologies.

Preferred candidate profile

- Minimum 2 years of experience in technical support, with a significant part of it at L2 level — ideally in an MSP or product-support environment.




- Hands-on troubleshooting experience in at least two of: backup and recovery, disaster recovery, endpoint security, DLP, or other cybersecurity solutions.
- Bachelor's degree in Computer Science, Information Technology, or a related discipline.
- Strong problem-solving mindset — comfortable working through cases that don't have a documented answer, treating each issue like a puzzle to be reasoned through rather than a checklist to follow.
- Solid working knowledge of operating systems, networking, virtualization, and Microsoft 365.
- Relevant certifications such as CompTIA Security+, CEH, ITIL Foundation, Microsoft SC-900/AZ-900, or vendor-specific certifications (Acronis, Bitdefender, or similar) are a strong plus.
- Excellent communication skills, with the ability to de-escalate frustrated customers and keep them comfortable through a technical issue, not just resolve it correctly.
- A team-first attitude — willing to help with L1 tickets when needed and support colleagues rather than working purely on individual metrics.
- Strong ownership and follow-through — doesn't consider a ticket done until the customer is genuinely satisfied.
- Ability to manage multiple open tickets at once without losing track of priorities or SLAs.
- Ability to work independently under pressure, take ownership of open cases, and stay curious until an issue is genuinely resolved.
- Willingness to participate in a rotational weekend on-call roster (compensated per shift).
- Familiarity with ticketing/remote support tools.

📌 Technical Support Specialist (Ernakulam)
🏢 DataguardNXT
📍 Ernakulam