Company DescriptionIncedo Inc. is a global AI and data transformation company that helps organizations drive sustainable business impact and measurable ROI from AI at scale. As a long-term partner from strategy through execution, Incedo combines AI & Data, digital engineering, and operations transformation with deep domain expertise. With over 4,000 professionals across the US, Canada, Latin America, and India, Incedo serves Fortune 500 enterprises and fast-growing clients across banking and payments, wealth management, telecom, hi-tech, and life sciences.

Role DescriptionWe are looking for a Senior TAC Engineer with a strong core networking background and hands-on expertise in application load balancing, DDoS protection, and Wireshark packet analysis.

Based in Pune, this role provides advanced technical support for complex customer environments. The ideal candidate understands end-to-end application client–server workflows and can correlate packet captures, logs, and configurations to isolate issues across the network, load balancer, security infrastructure, and backend servers.

You will own customer incidents through resolution, collaborate with product and engineering teams, and contribute to technical knowledge and team development.

Key Responsibilities

- Own complex technical support cases and escalations from initial investigation through resolution, maintaining clear and timely customer communication.
- Troubleshoot core networking issues involving routing, switching, TCP/IP, VLANs, NAT/SNAT, DNS, and asymmetric traffic paths.
- Diagnose Layer 4–7 load balancing issues involving virtual servers, backend server pools, health monitors, persistence, SSL/TLS offloading, and high availability.
- Investigate DDoS incidents, analyze traffic patterns, and troubleshoot detection, mitigation policies, and false positives.
- Analyze application client–server workflows, including DNS resolution, TCP connection establishment, TLS negotiation,



HTTP/HTTPS requests, and server responses.
- Use Wireshark and tcpdump to identify packet loss, retransmissions, resets, timeouts, latency, and protocol-related failures.
- Reproduce customer issues in lab environments and work with engineering teams on suspected defects, providing diagnostic evidence and clear reproduction steps.
- Recommend configuration changes and work with customers to validate fixes through established change management processes.
- Create troubleshooting guides and knowledge articles, mentor junior engineers, and contribute to incident reviews and service improvements.

Required Qualifications
- Strong experience in core networking and customer-facing technical support, with demonstrated ownership of complex incidents.
- Hands-on expertise in configuring and troubleshooting load balancers or Application Delivery Controllers (ADCs).
- Practical experience with DDoS protection and mitigation, including volumetric, protocol, and application-layer attacks.
- Strong understanding of TCP/IP, routing and switching, subnetting, VLANs, ARP, NAT/SNAT, DNS, HTTP/HTTPS, and SSL/TLS.
- Thorough understanding of application client–server communication, with the ability to distinguish network, load balancer, security, and backend application issues.
- Proficiency in Wireshark packet analysis, including display filters, TCP stream analysis, and comparison of packet captures across different points in the traffic path.
- Familiarity with Linux, system logs, and troubleshooting tools such as tcpdump, curl, dig, traceroute, and OpenSSL.
- Experience supporting enterprise or service provider networks in TAC, escalation support, or similar technical roles.
- Robust analytical, communication, and documentation skills, with the ability to explain findings to technical and non-technical stakeholders.
- Bachelor’s degree in Computer Science, Information Technology, Electronics/Telecommunications, or a related field, or equivalent practical experience.

📌 Senior TAC Engineer – Core Networking, Application Load Balancing & DDoS (Pune)
🏢 Incedo
📍 Pune