Customer Support Engineer

AiStrike is looking for a technically strong Customer Support Engineer to provide L2/L3 support to global enterprise customers for our AI-native cybersecurity platform.
Location: Pune, Maharashtra
Experience: 5–8 Years
Job Type: Full-Time
Shift: 2:00 PM – 11:00 PM IST
We are rapidly growing our engineering team after securing $8.5 M in Seed funding from reputable VCs to scale our traction with both existing and new customers. As a team, we leverage AI in our own engineering workflows to build faster as we grow the SaaS-based, multi-tenant cyber defense platform designed to revolutionize security operations. Our platform utilizes patented LLM models and Composite AI to deliver AI-powered detection engineering, automated triage, response automation, and cloud-native security coverage across hybrid environments.
Key Responsibilities
Provide L2/L3 technical support for AiStrike's platform and integrations
Troubleshoot complex issues across SIEM, XDR, SOAR, ITSM, APIs, and security integrations
Analyze logs, configurations, and system behavior to identify root causes
Work closely with Engineering, QA, and Customer Success teams for issue resolution and RCA
Maintain technical documentation and knowledge-base articles
Gather customer feedback and contribute to product improvements
Manage and triage tickets within SLA; keep progress and ETAs updated through cross-functional coordination with Engineering and Product
Reproduce and document bugs, escalate critical issues with full context to engineering
Proactively communicate platform status, ingestion delays, and issue resolution progress to customers
Serve as the technical point of contact for customer-reported bugs and enhancement requests
Requirements
5–8 years of experience in technical/product support, preferably in Cybersecurity or SaaS.
Strong understanding of SOC operations, threat intelligence, vulnerabilities, malware, and security fundamentals.
Good knowledge of TCP/IP, OSI, DNS, DHCP, LAN/WAN, Windows and Linux.
Strong troubleshooting, log analysis, and problem-solving skills.
Excellent written and verbal communication skills.
Bachelor’s degree in Computer Science, IT, Cybersecurity, or equivalent experience.
Good to Have
Experience with SIEM, XDR, SOAR, Firewalls/IDS.
Knowledge of Wireshark, APIs, Regex, Python, Bash, or PowerShell.
Experience with Jira, Zendesk, or Salesforce.
Cybersecurity certifications such as Security+, CEH, CCNA, or CISSP.

Work arrangement
No