Technical Assistance Center Engineer

**This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Technical Assistance Center Engineer based in India.** This role offers the opportunity to support global customers by delivering expert technical assistance within a fast-growing cybersecurity environment. You will help organizations strengthen their security posture by troubleshooting complex issues and providing practical solutions across security technologies. The position combines customer support, cybersecurity expertise, product knowledge, and continuous improvement initiatives. You will collaborate with engineering, product, and customer-facing teams to resolve challenges and enhance platform performance. The ideal candidate is passionate about cybersecurity, enjoys solving complex technical problems, and thrives in a customer-focused environment. This role provides global exposure, opportunities for professional growth, and the chance to contribute to innovative security solutions. ### Accountabilities: The Technical Assistance Center Engineer will act as a trusted technical advisor for customers, providing high-quality support, troubleshooting expertise, and guidance to maximize the value of cybersecurity solutions. - Analyze, troubleshoot, and resolve complex customer technical issues with minimal supervision while ensuring timely resolution. - Provide technical support for security solutions, including firewalls, WAF, IPS, DLP, antivirus, endpoint security, SIEM, EDR, and XDR technologies. - Investigate product-related issues, identify improvement opportunities, and collaborate with internal teams to enhance platform capabilities. - Take ownership of customer cases from initial investigation through resolution while maintaining strong communication throughout the process. - Develop and test creative technical solutions in laboratory environments before recommending implementations. - Work closely with Product Development and Product Management teams to ensure customer requirements are considered in product enhancements. - Create and maintain technical documentation, troubleshooting guides, knowledge articles, and training materials. - Identify recurring customer issues, document trends, and contribute to long-term solutions and product improvements. - Support customers in adopting and optimizing platform capabilities through technical guidance and best practices. - Participate in knowledge-sharing activities, mentoring, and internal technical enablement initiatives. - Support operational activities related to new product releases and technical readiness. - Work core business hours from 6:30 AM to 3:30 PM IST, Monday through Friday. ## Requirements: The ideal candidate will have a strong foundation in cybersecurity, networking, and technical troubleshooting, combined with excellent communication skills and a customer-oriented mindset. - Bachelor’s degree or equivalent qualification in Computer Science, Information Technology, Cybersecurity, or a related discipline. - Professional experience in cybersecurity, technical support, security operations, or a related technical role. - Strong understanding of cybersecurity technologies, threats, and security controls, including firewalls, endpoint security, DLP, WAF, email security, and SIEM solutions. - Hands-on experience troubleshooting security products such as SIEM, EDR, and XDR platforms. - Ability to optimize queries and apply best practices for investigation and analysis. - Basic knowledge of Linux system administration and familiarity with Windows and Linux operating systems. - Strong understanding of TCP/IP networking concepts and experience troubleshooting network-related issues. - Familiarity with networking analysis tools and protocols, including Wireshark. - Strong analytical and problem-solving skills with the ability to investigate complex technical challenges. - Excellent written and verbal English communication skills. - Stro…