The Role
Own Level 3 escalations across complex enterprise environments, diagnosing issues across operating systems, networks, databases, applications, authentication, and security infrastructure. Build fixes, diagnostic tools, integrations, automation, and observability improvements in C# and Python. Support deployments across Windows, Linux, Solaris, cloud, hybrid, and containerized environments. Create root-cause documentation, maintain runbooks, mentor support engineers, and provide product roadmap feedback.
Summary Generated by Built In
Senior Product Support Engineer
Development + Technical Support
Experience: 5–7 years
Function: Product Engineering / Customer Success
Employment type: Full-time
Location: [Bangalore / Hybrid / Remote]
Reports to: [Manager, Technical Support / Head of Engineering]
About the roleThis is a hybrid engineering and support role for someone who is equally comfortable debugging a customer’s production issue and writing the code that stops it happening again.
You will be the senior technical escalation point for our product across heterogeneous customer environments Windows, Linux and Solaris, integrated with enterprise Active Directory, SIEM platforms and a range of network infrastructure. Roughly half your time will be spent on deep troubleshooting and customer-facing escalation; the other half on building fixes, tooling, integrations and automation that reduce future ticket volume.
We are looking for someone who treats a recurring support ticket as a defect to be engineered away, not a queue to be worked through.
What you will doTroubleshooting and escalation- Own Level 3 escalations end to endreproduce, diagnose root cause, and drive to resolution across OS, network, database and application layers
- Analyse logs, packet captures, stack traces, core dumps and performance counters to isolate faults in complex multi-vendor environments
- Diagnose issues spanning customer infrastructure boundaries: authentication, directory services, firewalls, proxies, certificates and network policy
- Work directly with customer IT, security and infrastructure teams, including during high-severity incidents
- Produce clear root cause analysis documents for customer and internal audiences
- Build and ship fixes, patches and product improvements in C# and Python
- Develop diagnostic tooling, log analysers, health-check scripts and automated reproduction harnesses
- Write and optimise SQL for investigation, data correction and performance analysis
- Build and maintain customer-facing integrationsActive Directory, SIEM connectors, APIs and data pipelines
- Contribute to product hardening: instrumentation, logging quality, error handling and observability
- Support installation, upgrade and configuration of the product across Windows Server, Linux (RHEL/Ubuntu) and Solaris
- Configure and troubleshoot Active Directory / LDAP integration, Kerberos, SSO and certificate-based authentication
- Integrate product telemetry and event data with customer SIEM platforms
- Support cloud and hybrid deployments, including containerised environments
- Maintain runbooks, knowledge base articles and troubleshooting guides
- Mentor junior support engineers and act as a technical reviewer on complex tickets
- Feed recurring issues and field insight back into the product roadmap
- 5–7 years in a combined engineering and technical support capacity, supporting an enterprise software product deployed in customer environments
- Demonstrable history of resolving complex, cross-system production issues
- Strong administration and troubleshooting on Linux (RHEL, CentOS, Ubuntu) systemd, journald, permissions, process and resource analysis, package management
- Windows Server administration — services, Event Viewer, registry, PowerShell, IIS, performance monitoring
- Working knowledge of Solaris or another commercial UNIX in a legacy enterprise context
- Shell scripting (Bash, PowerShell)
- Hands-on Active Directory integration: LDAP/LDAPS, Kerberos, group policy, service accounts, delegation, trusts
- Experience integrating applications with SIEM platforms (Splunk, QRadar, ArcSight, Microsoft Sentinel or equivalent) — log forwarding, syslog, CEF/LEEF, event normalisation
- Practical understanding of TLS/PKI, certificate management and common certificate failure modes
- Solid grounding in TCP/IP, DNS, DHCP, routing, NAT, firewalls, load balancers and proxies
- Ability to read and interpret packet captures (Wireshark, tcpdump) to isolate connectivity and latency issues
- Proficient in C# / .NET
- Proficient in Python for automation, tooling and data processing
- Comfortable with Git, code review and CI/CD pipelines
- Ability to read unfamiliar production code and trace a fault to its source
- Strong SQL against at least one of SQL Server, PostgreSQL, Oracle or MySQL
- Query performance analysis, indexing, execution plans, backup/restore, and basic administration
- Working knowledge of at least one major cloud platform (Azure, AWS or GCP) — compute, networking, identity, storage and managed database services
- Familiarity with containerised deployment (Docker; Kubernetes an advantage)
- Understanding of hybrid architectures where product components span on-premises and cloud
- Experience with email infrastructure and protocolsIMAP, SMTP, Exchange/EWS, Microsoft Graph
- Exposure to machine learning or classification systems in a production support context
- Infrastructure as code (Terraform, Ansible) and observability tooling (Grafana, ELK, Prometheus)
- Certifications: RHCE/RHCSA, Microsoft (Azure Administrator, Identity and Access Administrator), AWS Solutions Architect, CCNA, Security+
- Experience supporting regulated customers — financial services, healthcare or public sector
- Familiarity with ITIL incident, problem and change management
- Structured diagnostic thinking. You form hypotheses and test them rather than changing settings until something works.
- Comfort with ambiguity. Enterprise environments are undocumented and inconsistent; you find your own way in.
- Customer-grade communication. You can explain a Kerberos delegation failure to a CISO and to a junior admin, correctly, in the same afternoon.
- Composure under pressure. You are calm and credible on a Severity 1 bridge call.
- A bias toward permanent fixes. You are more interested in the third occurrence never happening than in closing the ticket quickly.
Skills Required
- 5-7 years in a combined engineering and technical support role for enterprise software deployed in customer environments
- Demonstrable experience resolving complex, cross-system production issues
- Strong Linux administration and troubleshooting, including RHEL, CentOS, Ubuntu, systemd, journald, permissions, processes, resources, and package management
- Windows Server administration, including services, Event Viewer, registry, PowerShell, IIS, and performance monitoring
- Working knowledge of Solaris or another commercial UNIX system
- Shell scripting with Bash and PowerShell
- Hands-on Active Directory integration, including LDAP/LDAPS, Kerberos, Group Policy, service accounts, delegation, and trusts
- Experience integrating applications with SIEM platforms and handling log forwarding, syslog, CEF/LEEF, and event normalization
- Practical TLS/PKI and certificate management knowledge
- Solid networking knowledge covering TCP/IP, DNS, DHCP, routing, NAT, firewalls, load balancers, and proxies
- Ability to interpret packet captures using Wireshark or tcpdump
- Proficiency in C#/.NET
- Proficiency in Python for automation, tooling, and data processing
- Experience with Git, code review, and CI/CD pipelines
- Ability to read unfamiliar production code and trace faults to their source
- Strong SQL against SQL Server, PostgreSQL, Oracle, or MySQL
- Query performance analysis, indexing, execution plans, backup/restore, and basic database administration
- Working knowledge of Azure, AWS, or GCP
- Familiarity with containerized deployment using Docker; Kubernetes is advantageous
- Understanding of hybrid on-premises and cloud architectures
- Experience with email infrastructure and protocols such as IMAP, SMTP, Exchange/EWS, or Microsoft Graph
- Exposure to machine learning or classification systems in production support
- Experience with infrastructure as code, including Terraform or Ansible
- Experience with observability tools such as Grafana, ELK, or Prometheus
- Relevant certifications such as RHCE/RHCSA, Microsoft Azure or Identity certifications, AWS Solutions Architect, CCNA, or Security+
- Experience supporting regulated customers in financial services, healthcare, or the public sector
- Familiarity with ITIL incident, problem, and change management
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The Company
What We Do
Infosec is a cybersecurity education company that helps IT and security professionals advance their careers and helps employees become safer online at work and home. Its offerings include Infosec Skills, with more than 1,400 hands-on cybersecurity courses and instructor-led certification boot camps, and Infosec IQ, which provides security-awareness training. Its mission is to equip individuals and organizations to outsmart cybercrime.
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