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.