Job Description

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Security Remote Technical Support Engineer (L2) based in India.

This role provides second-level remote technical support for enterprise security technologies, helping customers restore services and resolve complex incidents efficiently.

You will investigate technical issues across security environments, identify root causes, and coordinate effective resolutions.

The position combines hands-on troubleshooting with service management, documentation, monitoring, and SLA ownership.

You will work closely with customers, vendors, carriers, and internal technical teams to diagnose and resolve incidents.

The role also involves proactive identification of potential problems and contributing to preventative measures and service improvements.

Success requires strong analytical thinking, customer focus, technical communication, and disciplined incident management.

The position is based in Nagpur and follows an on-site working model with full-time US-shift coverage.

Accountabilities

• Provide L2 remote technical support for security technologies, prioritizing, diagnosing, investigating, and resolving client incidents according to established procedures and service levels.
• Use service assurance tools and technical documentation to investigate issues, analyze performance data, identify root causes, and implement or coordinate appropriate remedies.
• Support security environments involving technologies such as firewalls, IPS, IDS, proxies, networking infrastructure, and related vendor platforms.
• Maintain accurate incident records, configuration information, knowledge articles, tickets, and service documentation throughout the incident lifecycle.
• Monitor service delivery against SLAs, analyze service records and performance metrics, and take or recommend actions to maintain and improve service quality.
• Escalate unresolved or complex incidents appropriately, coordinate with engineering teams, vendors, carriers, and other stakeholders, and follow issues through to resolution and service recovery.
• Perform agreed maintenance activities and proactively identify potential incidents, errors, or service-impacting conditions before they occur.
• Communicate regularly with customers and affected stakeholders, providing clear updates on incident status, resolution progress, and next steps.
• Contribute to knowledge management by updating technical documentation and supporting continuous improvement of troubleshooting and resolution processes.
• Apply secure and controlled practices when managing configuration items, ensuring accurate records and protection against unauthorized changes or inappropriate use.

How Jobgether works:

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

Why Apply Through Jobgether?

Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.

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