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Technical Support Engineer



IT, Customer Service
Bengaluru, Karnataka, India
Posted on Saturday, November 18, 2023

Securonix is leading the evolution of SIEM for today’s hybrid cloud, data-driven enterprises. Securonix Unified Defense SIEM provides organizations with content-driven threat detection, investigation, and response (TDIR) solution built with a highly scalable data cloud and a unified experience from the analyst to the CISO. The innovative cloud-native solution enables organizations to scale up their security operations and keep up with evolving threats.

Securonix Unified Defense SIEM provides organizations with 365 days of ‘hot’ data for fast search and investigation, threat content-as-a-service, proactive defense with continuous peer and partner collaboration, and a unified Threat Detection, Investigation and Response (TDIR) experience, all in a single platform. The platform is built on a cloud native architecture and leverages the power of the Snowflake Data Cloud.

Summary -

The ideal candidate is required to have 4-8 years of experience as a customer service representative, technical support engineer, sales engineer or experience working in a solution-oriented service and support role.

Responsibilities -

  1. Technical Assistance:
  • Participate in a 24x7 shift rotation.
  • Offer technical assistance to customers and internal teams via remote working sessions and/or phone calls, addressing inquiries related to the product, networking, security practices or operating system configurations (mainly Linux).
  • Consistently meet or exceed service level agreement (SLA) obligations.
  • Provide guidance on best practices and preventive measures to avoid recurring issues.
  1. Customer Issue Resolution:
  • Maintain a positive attitude and advocate for the customer through product issue resolution.
  • Guide customers through step-by-step resolutions, ensuring a positive and satisfactory experience.
  • Diagnose and troubleshoot technical issues reported by customers, providing timely and effective solutions.
  1. Escalation Management:
  • Appropriately escalate complex issues to higher-level support or development teams, ensuring a prompt and efficient resolution.
  • Collaborate with other departments to coordinate efforts in resolving challenging technical issues.
  1. Continuous Improvement: Actively contribute to the improvement of support processes, identifying opportunities for efficiency gains, and sharing insights to enhance overall customer support services.
  2. Communication:
  • Communicate effectively with customers, colleagues, and other stakeholders, using clear and concise language.
  • Provide regular updates on the status of ongoing technical issues and resolutions within the ticket ensuring to adhere to customer SLAs.
  • Share knowledge within the team to enhance overall technical expertise.
  1. Documentation:
  • Maintain accurate and up-to-date documentation of technical solutions, common issues, and troubleshooting procedures.
  • Create knowledge base articles and FAQs to empower users to resolve common problems independently.

Qualifications -

The following qualifications collectively contribute to the success of a technical support engineer in delivering effective and efficient support to customers while maintaining a positive and collaborative work environment.

  1. Technical Proficiency:
  • Proficiency with Linux, networking, and security practices are a must.
  • Ability to troubleshoot and resolve technical issues efficiently.
  1. Desire to Excel and Self-Motivation:
  • Intrinsic motivation to excel in providing top-notch technical support.
  • Proactive attitude in taking on challenges and finding innovative solutions.
  • Willingness to go above and beyond to ensure customer satisfaction.
  1. Communication Skills:
  • Excellent verbal and written communication skills to interact effectively with customers and colleagues.
  • The ability to convey technical information in a clear and understandable manner.
  • Accurately record each step taken to troubleshoot and resolve a technical issue in the ticketing system.
  1. Customer Service Orientation:
  • Strong customer service skills with a focus on understanding and meeting the needs of customers.
  • Patience and empathy when dealing with users facing technical challenges.
  1. Team Player:
  • Collaboration and teamwork skills to work effectively with other support engineers and cross-functional teams.
  • Willingness to share knowledge and assist colleagues.
  1. Problem-Solving Skills:
  • Analytical and critical thinking skills to diagnose and solve complex technical issues.
  • Capacity to think on your feet and adapt solutions to unique situations.
  1. Time Management:
  • Effective time management skills to prioritize tasks and meet deadlines.
  • The ability to handle multiple issues simultaneously without compromising the quality of service.
  1. Detail-Oriented:
  • Attention to detail to ensure thorough problem diagnosis and resolution.
  • Commitment to providing accurate and precise information.
  1. Continuous Learning:
  • A willingness and ability to stay updated on the latest technologies and industry trends.
  • Proactive in seeking out opportunities for professional development and learning.
  1. Adaptability:
  • Flexibility to adapt to changing technologies and work environments.
  • Ability to adjust communication style based on the technical expertise of the audience.

Benefits -

As a full-time employee with Securonix, you will be eligible for the following employee benefits:

  • Health Insurance with a total sum insured is INR 5,00,000
  • Coverage: Self, Spouse, 2 kids, Dependent parents, or parents-in-law
  • Personal Accident with total sum insured is INR 10,00,000
  • Term Life Insurance with a sum assured for employees is 5 times fixed base pay is covered.

Securonix, Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, amnesty or status as a covered veteran in accordance with applicable federal, state and local laws. Securonix complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including hiring, placement, promotion, termination, layoff, recall, and transfer, leaves of absence, compensation and training.

Securonix expressly prohibits any form of unlawful employee harassment based on race, color, religion, gender, sexual orientation, national origin, age, genetic information, disability or veteran status. Improper interference with the ability of Securonix employees to perform their expected job duties is absolutely not tolerated.

Headhunters and recruitment agencies may not submit candidates through this application. Securonix does not accept unsolicited headhunter and agency submissions for candidates and will not pay fees to any third-party agency without a prior agreement with Securonix.