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 experienced Network Traffic Support Professional to provide advanced technical and customer support for network traffic monitoring, analysis, visibility, and troubleshooting solutions. The role requires a strong combination of 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
โขProvide advanced technical customer support for network traffic monitoring, visibility, analysis, and troubleshooting solutions.
โขAct as a primary technical point of contact for enterprise customers during complex incidents and support engagements.
โขDiagnose network traffic, connectivity, performance, configuration, and application-related issues.
โขAnalyse network packets, traffic flows, logs, alerts, system behaviour, and other diagnostic information.
โขTroubleshoot issues across network infrastructure, operating systems, applications, and solution components.
โขWork with customers to understand business impact, reproduce technical issues, and define appropriate troubleshooting approaches.
โขOwn customer incidents from initial investigation through resolution and closure.
โขManage technical escalations and ensure customers receive timely, accurate, and transparent updates.
โขPerform root-cause analysis and document findings, corrective actions, and preventive recommendations.
โขCollaborate with Engineering, Product, QA, and Development teams to resolve complex product and technical issues.
โขCollect and analyse logs, configuration details, packet captures, and other diagnostic artefacts required for investigation.
โขSupport solution configuration, upgrades, deployments, integrations, and troubleshooting activities.
โขIdentify recurring technical issues and recommend improvements to products, documentation, and support processes.
โขMaintain detailed case records, troubleshooting notes, knowledge articles, and technical documentation.
โขDevelop and maintain troubleshooting guides, FAQs, standard operating procedures, and support playbooks.
โขMonitor support queues, incident priorities, response times, and resolution commitments.
โขCommunicate technical issues and solutions clearly to customers, internal teams, and senior stakeholders.
โขParticipate in critical incident reviews and contribute to continuous improvement of customer-support operations.
โขProvide technical guidance and mentoring to junior support engineers when required.
What Makes You a Great Fit
โข10+ years of experience in technical support, network support, network operations, enterprise infrastructure, or a related technology domain.
โขStrong hands-on experience in customer-facing technical support and enterprise incident management.
โขExcellent understanding of TCP/IP, Ethernet, DNS, DHCP, HTTP/HTTPS, routing, switching, VLANs, VPNs, and network troubleshooting .
โขStrong knowledge of network traffic analysis, packet inspection, traffic flows, monitoring, and network visibility concepts.
โขExperience analysing packet captures using tools such as Wireshark or similar network-analysis utilities .
โขStrong troubleshooting and root-cause analysis capabilities across complex technical environments.
โขExperience working with Linux and/or Windows operating systems and enterprise infrastructure.
โขAbility to interpret system logs, network traces, configurations, alerts, and diagnostic data.
โขProven experience managing critical customer escalations and production incidents.
โขExcellent written and verbal communication skills with the ability to explain complex technical issues clearly.
โขStrong customer-service mindset with a focus on ownership, responsiveness, and customer satisfaction.
โขExperience collaborating with Engineering, Product, QA, and other technical teams to resolve complex issues.
โขStrong documentation, incident reporting, and knowledge-management skills.
โขAbility to prioritise multiple customer issues and work effectively in a high-pressure support environment.
โขStrong analytical, organisational, and problem-solving skills.
โขAbility to work independently while maintaining effective communication with customers and internal stakeholders.
โขA Bachelorโs degree in Computer Science, Information Technology, Electronics, Networking, or a related discipline is preferred.