We are seeking a highly skilled and motivated Product Support Engineer to join our dynamic team. In this role, you will act as a critical link between our products and customers, providing world-class technical support for the Saner Platform . You will troubleshoot complex issues, collaborate with cross-functional teams, and ensure customer satisfaction while working in a fast-paced cybersecurity environment.

Key Responsibilities:

Troubleshoot and resolve complex technical issues related to cybersecurity, system vulnerabilities, and product functionality.

Provide 24x7 technical support on a shift basis, ensuring strict adherence to SLAs and rapid issue resolution.

Own the end-to-end lifecycle of customer issues from initial analysis and root cause identification to resolution and post-resolution review.

Analyze vulnerability scan results, audit logs, and security events to troubleshoot and mitigate risks.

Reproduce and isolate complex issues in a controlled lab environment to facilitate effective resolution.

Work closely with Engineering, Security Intelligence, Product Management, QA, and Sales teams to escalate and resolve critical issues.

Channel customer feedback to relevant teams to drive continuous product enhancements.

Conduct User Acceptance Testing (UAT) before product releases, validate new features, and track bugs/feature requests until closure.

Create and maintain internal documentation, knowledge base articles, and support workflows to improve team efficiency.

Develop troubleshooting guides and best practices for customers and internal teams.

Technical Skills

4 8 years of experience in technical support or any customer-facing technical roles, preferably in enterprise security software or cybersecurity products.
Strong hands-on experience in Linux, Windows, and macOS system administration.
Working knowledge of Active Directory and Windows Group Policy Objects (GPO) administration.
Solid understanding of system monitoring tools (top, htop), CPU cores utilization, memory/swap memory management, cron jobs, and task scheduler .
Working knowledge of enterprise networking (DNS, firewalls, VPNs, subnetting, OSI layers) and debugging tools (curl, netcat, telnet, netstat, traceroute, wireshark).
Familiarity with NFS and SMB protocols for cross-platform file sharing and troubleshooting.
Experience analyzing Java application logs, thread/heap dumps, and diagnosing performance issues (Apache Tomcat or similar).
Exposure to relational (MariaDB) and NoSQL (MongoDB) databases, including schema design, indexing, and performance tuning.
Solid understanding of REST APIs, using Postman for testing, debugging HTTP responses, and handling authentication errors.
Familiarity with cloud platforms (AWS, Azure, GCP) and tools like Docker, Terraform, and Kubernetes (basic concepts).
Excellent problem-solving and analytical skills with the ability to diagnose and resolve complex technical issues.
Strong written and verbal communication skills to interact professionally with customers and internal teams.
Scripting knowledge (Bash/Python) and an automation mindset are a plus.
Experience with ticketing systems (JIRA, Zendesk, Freshdesk, Salesforce).
A degree in Computer Science, IT, or a related technical field is preferred.

Why Join SecPod

Work in a fast-paced, innovative cybersecurity environment.

Engage with cutting-edge technologies and high-profile enterprise clients.

Opportunity to grow your skills and make a real impact in securing digital infrastructures.

Collaborative culture with cross-functional teamwork and continuous learning.

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Product Support Engineer