Technical Support Engineer

Provide L1 technical support to customers via email, chat, and video calls (e.g., Zoom/Meet/Slack) for Prophaze WAF, WAAP, and API security products.
Troubleshoot issues related to DNS routing, reverse proxy/ingress configuration, SSL/TLS, HTTP/HTTPS traffic flows, and basic Kubernetes or cloud setup as used with Prophaze deployments.
Monitor customer deployments and basic dashboards/logs to identify anomalies, false positives, or performance issues and escalate to senior engineers when required.
Assist in onboarding new customers by guiding them through initial configuration steps (DNS change, certificate setup, basic rule and policy configuration).
Document issues, solutions, and known errors in internal knowledge base articles and update runbooks for recurring scenarios.
Collaborate with product, security, and DevOps teams by clearly summarizing customer problems, logs, and reproduction steps for advanced troubleshooting.
Maintain a high standard of customer satisfaction with timely responses, clear communication, and professional follow‑through on open tickets.

0-3 years of experience in technical support, IT helpdesk, or customer-facing roles.
Bachelor’s degree in Computer Science, IT, Electronics, or related field.
Strong fundamentals in networking (TCP/IP, HTTP/HTTPS, DNS, SSL/TLS), Linux basics, and web technologies.
Excellent verbal and written communication skills; ability to explain technical issues in simple language to customers.
Readiness to work in night shifts or on‑call rotations as needed for a 24x7x365 security support environment.
High ownership mindset.
Comfortable in a fast-paced support environment.

Worked in technical support, NOC, cloud operations, or security operations.
Familiarity with any scripting language (Python, Bash, etc.) for basic automation and log parsing.
Curiosity to learn modern cloud‑native security tooling, and comfort working in a fast‑paced startup environment.
Good understanding or coursework exposure to cloud, containers, or Kubernetes concepts is a plus.
Basic familiarity with cybersecurity concepts such as OWASP Top 10, WAF, API security, and DDoS is an advantage, with willingness to learn deeply on the job.

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