About the role

Qualys, a leading cybersecurity firm, seeks a Senior Technical Support Engineer to resolve global customer and partner service requests promptly. The role involves collaborating across teams to deliver high customer satisfaction, providing support via phone, email, and MS Teams for SaaS product modules, and acting as the main point of contact for technical issues with Development and QA teams. Candidates should have 5+ years of technical support experience, expertise in Vulnerability Management, Web Application Security, firewall support, TCP/IP, LAN/WAN, Windows and Linux/Unix environments, and familiarity with OS services such as IIS, BIND, Apache, AD, WINS, Samba, SSH. Strong troubleshooting, analytical, and communication skills are essential. A Bachelor of Science in Computer Science or equivalent is required. Preferred qualifications include packet capture review, API support, Regex, scripting (Bash, Python), database knowledge (Oracle, Microsoft SQL), and certifications such as CCNA, MCSE, CISSP, CompTIA Security+, CEH. The position is on-site in Pune, India, with a full-time employment type.

What you’ll do

Promptly resolve global customer and partner service requests in a highly secured environment.
Collaborate with cross-functional teams for high customer satisfaction and provide support via phone, email, and MS Teams for Product modules over the SaaS platform.
Ensure friendly and professional customer interactions throughout the service life cycle, act as the main point of contact for technical issues, and thrive in a challenging and dynamic environment delivering world-class support and technical solutions.

What you’ll bring

5+ years of technical support experience.
Experience in Vulnerability Management and Web Application Security/Firewall application support.
In-depth TCP/IP understanding and LAN/WAN infrastructure knowledge.
Strong foundation in Windows and/or solid Linux/Unix experience in an enterprise environment.
Familiarity with common OS services (IIS, BIND, Apache, AD, WINS, Samba, SSH).
Knowledge of firewalls, Intrusion Detection System technologies, and Network Vulnerability Scanners.
Outstanding troubleshooting and analytical skills.
Excellent written and verbal communication skills.
Bachelor of Science in Computer Science or equivalent experience.

Nice to have

Experience with packet capture review and diagnosis.
Previous API support and Regex knowledge.
Scripting experience (Bash, Python).
Knowledge of major web server software, UNIX/Windows web services, and diverse platforms.
Oracle and Microsoft SQL knowledge.
CCNA, MCSE, CISSP, CompTIA Security+, and CEH certifications are highly desirable.
Experience with Customer Support and Development Tools (Salesforce, Jira, etc.).
Preferred candidates with a CDAC background.
Willing to work in 24/7 rotational shifts.

Skills

Vulnerability ManagementWeb Application SecurityFirewall application supportTCP/IPLAN/WANWindowsLinux/UnixIISBINDApacheActive DirectoryWINSSambaSSHFirewallsIntrusion Detection SystemNetwork Vulnerability ScannersScripting (Bash, Python)OracleMicrosoft SQLCCNAMCSECISSPCompTIA Security+CEHSalesforceJiraPacket captureRegexDNSSSL HandshakeARPDHCPProxy serversDNS cache clearingTCPUDPBoot processRun levelsPackage installationsudoPermissionsFile systemsSSH bannerUACRegistry hivesRemote registry manipulationKernel modeUser modeGroup PoliciesKerberosNTLMProcmonService control managerVulnerability cycleExploitsMalware typesFalse/True Positive/Negative concepts

Education

Bachelor