First Line Support Engineer

Checkmarx is the enterprise application security leader and the host of Checkmarx One, the industry-leading cloud-native AppSec platform that helps enterprises build DevSecTrust. At Checkmarx, we are the leader in application security and ensure that enterprises worldwide can secure their application development from code to cloud. Our consolidated platform and services address the needs of enterprises by improving security and reducing TCO while simultaneously building trust between AppSec, developers, and CISOs. We believe it's not just about finding risk but remediating it across the entire application footprint and software supply chain with one seamless process for all relevant stakeholders. We are honored to serve more than 1,800 customers, including 40 percent of all Fortune 100 companies such as Siemens, Airbus, SalesForce, Stellantis, Adidas, Wal-Mart, and Sanofi. We are currently looking for a technical support engineer to join our First Line Support team. As a First Line Support Engineer, you will be the first to assist our customers with their demanding and complex cases. Your responsibilities will include analyzing and understanding the problem quickly, suggesting solutions, or requesting essential information. You will also be expected to learn new products and technologies and possess excellent communication and customer service skills. In this role, your responsibilities will include providing the first response to customers mainly via the Salesforce support system and occasional phone calls, conducting initial analysis and classification of customer cases, reproducing the issue on a private lab, using various resources to solve cases, gathering essential information for the skill-based teams, smart routing based on case analysis, contributing to knowledge sharing, and proactively exceeding customer expectations for high satisfaction ratings. To succeed in this role, you will need to have English proficiency with excellent communication skills, problem-solving abilities, a BS degree in Information Technology, Computer Science, or a relevant field, at least 1 year of proven work experience as a Technical Support Engineer or a similar role, familiarity with Windows/Linux OS environments, the ability to diagnose and troubleshoot technical issues, provide step-by-step technical help, and familiarity with IIS, Certificates, and Docker. Desired qualifications include basic experience with authentication protocols, knowledge of Networking/Internet Services, familiarity with MS SQL Server, and experience with Salesforce, Confluence, and Trello tools. This position is based in Pune, India, and requires willingness to work a fixed afternoon shift (3:00 PM to 11:00 PM IST) with 6 working days per week.,