Provides global technical support for AlgoSec customers and partners, troubleshooting cloud infrastructure, Linux systems, applications, networking, security environments, and enterprise software. Investigates complex issues, coordinates with Support, R&D, Delivery, Product, and Sales teams, manages cases through resolution, and develops scripts and automations to improve support efficiency and reliability. Maintains technical documentation and contributes to support process improvement while working flexible hours in a 24x7 organization.
Description
At AlgoSec, what you do matters!
AlgoSec helps the world’s leading organizations secure application connectivity across hybrid and multi-cloud environments. Trusted by more than 2,200 global organizations, our platform delivers visibility, security policy management, risk reduction, and compliance automation across complex enterprise networks.
AlgoSec is looking for an experienced Technical Support Engineer to join our global Support organization.
For this position, we are specifically looking for a candidate with strong Cloud, Linux, and automation experience who can complement the networking and firewall expertise already existing within the team and support AlgoSec's continued evolution toward SaaS, cloud-based capabilities, and AI integrations.
Reporting to: Support Team Leader / Support Manager
Location: Gurgaon, India – office-based preferred; remote work may be considered
Employment: Direct employment
Responsibilities:
- Provide technical support to AlgoSec customers and partners worldwide via email, phone, and web sessions.
- Troubleshoot technical issues related to product installation, configuration, operation, cloud infrastructure, applications, networking, and security environments.
- Guide customers, partners, and Sales Engineers through technical issues and product-related questions.
- Investigate complex technical problems across cloud, Linux, application, and network environments.
- Work closely with global Support teams, R&D, Delivery, and Product Management to drive issues to resolution.
- Take ownership of customer issues and manage them through resolution.
- Develop and maintain operational scripts and automations to improve Support efficiency, reduce manual effort, and increase service reliability.
- Document technical findings and maintain and improve the AlgoSec knowledge base.
- Contribute to the continuous improvement of Support processes, methodologies, tools, and automation.
What we're looking for:
- At least 3 years of experience in Technical Support or a similar customer-facing technical role within a software company.
- Practical experience with cloud platforms such as AWS and/or Microsoft Azure, including troubleshooting cloud infrastructure, networking, security, and platform services.
- Strong hands-on experience administering and troubleshooting Linux/Unix environments.
- Experience with scripting and automation using Bash, Python, PowerShell, Shell scripting, or similar technologies.
- Experience building or maintaining operational automations to improve efficiency, reduce manual effort, or enhance service reliability.
- Experience supporting network security, infrastructure, or other complex enterprise software products.
- Good understanding of networking and security concepts.
- Strong analytical and problem-solving skills, with the ability to diagnose complex technical issues across cloud and application environments.
- Ability to independently investigate technical issues and take ownership through resolution.
- Excellent written and verbal communication skills in English.
- Ability to perform effectively in a fast-paced environment while managing multiple priorities.
- Willingness to work flexible hours as part of a 24x7 global Support organization.
Nice-to-have:
- Experience with Infrastructure as Code tools such as Terraform, CloudFormation, or Bicep.
- Experience with containerization and orchestration technologies such as Docker and Kubernetes.
- Knowledge of CI/CD pipelines and automation platforms such as GitHub Actions, Azure DevOps, or Jenkins.
- Experience implementing AI-powered operational workflows, predictive analytics, intelligent alerting, or GenAI-based Support automation solutions.
- Experience with SaaS products or cloud-native application environments.
- Experience with firewall technologies such as Check Point, Palo Alto, Cisco, Juniper, Fortinet, or similar platforms.
- Experience working directly with R&D, Product, or Delivery teams on complex customer issues.
- Experience creating technical documentation or Knowledge Base content.
Personal attributes
- Independent, resourceful, and results-oriented.
- Strong analytical and troubleshooting mindset.
- Fast learner with a strong interest in emerging technologies, cloud platforms, automation, and AI-driven operations.
- Strong team player with high integrity and a customer-first mindset.
- Comfortably operating under pressure and handling multiple technical issues simultaneously.
AlgoSec is an Equal Opportunity Employer (EEO), committed to creating a friendly, diverse and inclusive company culture.
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