Technical Support Engineer 3

• 4 to 8 yrs experience in similar industry as Menlo (enterprise cloud/network security, or IT admins of security services/devices)

• Fast learner and self-starter.

• Excellent verbal and written communication and interpersonal skills

• Ability to troubleshoot HTTP/HTTPS and cybersecurity related technologies

• BS or MS in EE or CS/CE, Math, Physics or related fields

• Extensive knowledge of TCP/IP and related Internet technologies

• Web proxy experience a must

• Demonstrate strong analytical and problem-solving skills

• Duties may require being on call periodically and working outside normal working hours (evenings and weekends)

Job Description:

• Lead troubleshooting effort to resolve customer reported issues via phone and/or e-mail or remote session

• Provide configuration/policy/best practice recommendation and assistance in customer production deployments

• Create knowledge base articles and best practice documentation

• Recreate complex issues both in Cloud environment and OVA/appliance

• Assist engineering and operations teams to investigate and resolve software or operations issues

• Train and mentor tier 1 and tier 2 support engineers

• Perform patch qualification related tasks such as bug fix verification

• Analyze Splunk log data, network packet traces, internal logs

• Ensure customer s reported issues are resolved to the clients satisfaction in a timely manner.

Note: This would be a Hybrid model role and the candidates are required to work from the Bangalore office