L2 Technical Support Engineer
Provide Level 2 technical support for Endpoint Security enterprise products.
- Troubleshoot advanced technical issues across customer environments.
- Analyze diagnostic logs, crash dumps, and event logs to identify root causes.
- Resolve installation, upgrade, migration, and configuration issues.
- Handle escalated cases received from the L1 support team.
Customer Support
- Conduct remote troubleshooting sessions.
- Explain technical findings and recommended solutions.
- Ensure high levels of customer satisfaction.
Escalation Management
- Escalate product bugs and unresolved issues to Bitdefender Global Support.
- Collect and validate required diagnostic information.
- Track escalated cases through resolution.
- Communicate progress and updates to customers.
Collaboration
-Mentor and assist L1 Technical Support Engineers.
- Support the Presales team during technical evaluations and demonstrations.
- Participate in internal technical training sessions.
- Share technical knowledge and best practices across the support team.
Required Technical Skills
Operating Systems
- Windows 10/11
- Windows Server 2016/2019/2022
- Linux (Ubuntu, Debian, CentOS, RHEL)
Networking
- TCP/IP
- DNS
- DHCP
- NAT
- Routing
- VPN
- HTTP/HTTPS
- SSL/TLS
- Firewall concepts
- Proxy Servers
Virtualization
- VMware vSphere / ESXi
- Microsoft Hyper-V (Preferred)
- Proxmox
- Amazon Web Services (AWS) (Basic)
Scripting (Preferred)
- PowerShell
- Bash
Tools
- Zoho Ticketing
- Event Viewer
- Sysinternals Suite
- Remote Desktop
- SSH
- SCP/FTP
Experience
- 3 to 6 years of experience in Technical Support.
- Minimum 2 years supporting enterprise cybersecurity or endpoint security solutions.
- Experience handling enterprise customer environments.
- Experience with remote troubleshooting and product deployment.
Pay: ₹40,000.00 - ₹55,000.00 per month
Benefits:
Application Question(s):
- What is your CCTC?
- What is your ECTC?
- What is your NP?
Work Location: In person
