๐ง๐ต๐ถ๐ ๐ฟ๐ผ๐น๐ฒ ๐ถ๐ ๐ณ๐ผ๐ฟ ๐ผ๐ป๐ฒ ๐ผ๐ณ ๐๐ต๐ฒ ๐ช๐ฒ๐ฒ๐ธ๐ฑ๐ฎ๐'๐ ๐ฐ๐น๐ถ๐ฒ๐ป๐๐
๐ฆ๐ฎ๐น๐ฎ๐ฟ๐ ๐ฟ๐ฎ๐ป๐ด๐ฒ: ๐ฅ๐ ๐ญ๐ฌ๐ฌ๐ฌ๐ฌ๐ฌ๐ฌ - ๐ฅ๐ ๐ฎ๐ฎ๐ฌ๐ฌ๐ฌ๐ฌ๐ฌ (๐ถ๐ฒ ๐๐ก๐ฅ ๐ญ๐ฌ-๐ฎ๐ฎ ๐๐ฃ๐)
Experience: 10+ yrs
Location: Mumbai, Maharashtra, India
Job Type: Full-time
We are looking for an experiencedย Network Traffic Support Professionalย to provide advanced technical and customer support for network traffic monitoring, analysis, visibility, and troubleshooting solutions. The role requires a strong combination ofย networking expertise, technical problem-solving, customer support, and incident management.
The ideal candidate will have extensive experience supporting enterprise customers, diagnosing complex network traffic issues, coordinating with engineering teams, and driving technical problems through to resolution. You will act as a trusted technical point of contact for customers while ensuring timely resolution, clear communication, and a high standard of support.
Requirements
Key Responsibilities
- Provide advancedย technical customer supportย for network traffic monitoring, visibility, analysis, and troubleshooting solutions.
- Act as a primary technical point of contact for enterprise customers during complex incidents and support engagements.
- Diagnose network traffic, connectivity, performance, configuration, and application-related issues.
- Analyse network packets, traffic flows, logs, alerts, system behaviour, and other diagnostic information.
- Troubleshoot issues across network infrastructure, operating systems, applications, and solution components.
- Work with customers to understand business impact, reproduce technical issues, and define appropriate troubleshooting approaches.
- Own customer incidents from initial investigation through resolution and closure.
- Manage technical escalations and ensure customers receive timely, accurate, and transparent updates.
- Perform root-cause analysis and document findings, corrective actions, and preventive recommendations.
- Collaborate with Engineering, Product, QA, and Development teams to resolve complex product and technical issues.
- Collect and analyse logs, configuration details, packet captures, and other diagnostic artefacts required for investigation.
- Support solution configuration, upgrades, deployments, integrations, and troubleshooting activities.
- Identify recurring technical issues and recommend improvements to products, documentation, and support processes.
- Maintain detailed case records, troubleshooting notes, knowledge articles, and technical documentation.
- Develop and maintain troubleshooting guides, FAQs, standard operating procedures, and support playbooks.
- Monitor support queues, incident priorities, response times, and resolution commitments.
- Communicate technical issues and solutions clearly to customers, internal teams, and senior stakeholders.
- Participate in critical incident reviews and contribute to continuous improvement of customer-support operations.
- Provide technical guidance and mentoring to junior support engineers when required.
What Makes You a Great Fit
- 10+ years of experienceย in technical support, network support, network operations, enterprise infrastructure, or a related technology domain.
- Strong hands-on experience inย customer-facing technical supportย and enterprise incident management.
- Excellent understanding ofย TCP/IP, Ethernet, DNS, DHCP, HTTP/HTTPS, routing, switching, VLANs, VPNs, and network troubleshooting.
- Strong knowledge of network traffic analysis, packet inspection, traffic flows, monitoring, and network visibility concepts.
- Experience analysing packet captures using tools such asย Wireshark or similar network-analysis utilities.
- Strong troubleshooting and root-cause analysis capabilities across complex technical environments.
- Experience working with Linux and/or Windows operating systems and enterprise infrastructure.
- Ability to interpret system logs, network traces, configurations, alerts, and diagnostic data.
- Proven experience managing critical customer escalations and production incidents.
- Excellent written and verbal communication skills with the ability to explain complex technical issues clearly.
- Strong customer-service mindset with a focus on ownership, responsiveness, and customer satisfaction.
- Experience collaborating with Engineering, Product, QA, and other technical teams to resolve complex issues.
- Strong documentation, incident reporting, and knowledge-management skills.
- Ability to prioritise multiple customer issues and work effectively in a high-pressure support environment.
- Strong analytical, organisational, and problem-solving skills.
- Ability to work independently while maintaining effective communication with customers and internal stakeholders.
- A Bachelorโs degree inย Computer Science, Information Technology, Electronics, Networking, or a related disciplineย is preferred.