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Support Engineer

Cygilant is seeking enthusiastic and motivated individuals to join our Support Team. We currently have a role open as a Support Engineer for our flagship product SecureVue and upcoming new release of SecureVue Cloud.
We are looking for people who can provide e-mail, call and remote access based support for a complex, distributed security product. The product has been around for over 10 years and is installed at a large number of global customer locations.
The successful candidate is expected to understand our product's installation and functionality in detail. This person will develop a deep understanding of the diagnostics of issues related to SecureVue in any given setup. This role is also expected to develop a very good understanding of enterprise IT infrastructures, specifically in terms of network configuration, device and asset management, network resolutions, and configuration management.
The person would be expected to develop and adopt a quick response and resolution time for all customers both internal and external. The role would need to interact with customers and team members on a daily basis (on phone, mail and chat) to handle and resolve open issues.
This role would be required to follow Cygilant’s processes related to handling and escalating issues. This person would also be expected to develop a good relationship with various engineering teams and collaborate with them to find quick resolution of complex issues.
The person is expected to work in shift structure and should be open to any shift allocated to him/her.
This role would need a strong understanding and delivery of exceptional customer service and would also need fair level of technology understanding from support point of view.
Desired Skills and Experience:
Following are some of the mandatory skills which are needed for this role.

  • Ability to work in a highly dynamic Support Center environment with high focus on Customer satisfaction. Able to determine problems and deliver solutions with a high level of customer satisfaction.
  • Candidate should be a technical expert in common Network Devices & Security products specifically in Perimeter technologies. Candidate should have in-depth knowledge about Implementation scenarios, configuration and troubleshooting of Firewall related issues.
  • Candidate should have very strong fundamental "core" networking skills, with thorough knowledge of TCP/IP Protocol suite, OSI layered architecture and should be able to relate that knowledge in troubleshooting related issues. Networking Certification CCNA would be an advantage.
  • Proven knowledge and practical application of Security, Firewalls, access and perimeter control, vulnerability management and intrusion detection.
  • Proven experience with data networks including physical layer infrastructure, servers, LAN/WAN hardware, software, data transmission facilities and interconnecting devices.
  • Ability to understand and troubleshoot various network problems using utilities like nslookup, traceroute, ping, net stat and packet sniffers like wire shark, tcp dump etc. Ability to adapt new product support as organization evolves.
  • Train and mentor junior engineers and peers
  • Proven crisis management, planning, prioritization and organizing skills.
  • Excellent verbal and written communication, interpersonal, presentation and customer handling skills.
  • Must be a team player and should be ready for weekend on call/in-office support as needed
  • A prior experience in supporting security products (enterprise) would be a plus
  • Some good understanding of security concept would be given preference
  • Good understanding of diagnostic routines needed in an enterprise product would be needed
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