Critical Start Hiring Technical Support Engineer, COE

Hiring at Critical Start – Technical Support Engineer, COE

Company:
Critical Start

Job Role:
Technical Support Engineer, COE

Qualification:
Not specified (2+ years experience in technical customer support preferred)

Batch:
Open to all eligible candidates

Experience:
2+ years in customer support or account management with SaaS, Cloud, or Security providers

Salary:
Not disclosed

Job Location:
Pune, Maharashtra (IN) – Full Time

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Posted On: 2025
Job ID: 2025-1642
Category: Customer Service/Support
Employment Type: Regular Full-Time

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About the Company:
Critical Start is a cybersecurity company driven by innovation. Known for their mobile SOC app and automation of threat detection, they strive to reshape cybersecurity with efficiency and speed. Established in 2012, Critical Start fosters a collaborative, agile culture built on accountability and growth.

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Key Responsibilities:

• Provide first-line support for break/fix, bugs, and enhancement requests across SIEM, Endpoint, and security tools
• Manage ticket queues and ensure SLA/KPI adherence
• Serve as incident manager during major issues, from initiation to RCA delivery
• Collaborate with internal teams like R&D and Product for continuous improvement
• Author and review knowledge base articles to enhance support delivery
• Communicate customer risks to Sales and Customer Success teams
• Participate in on-call rotations for 24x7 availability

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Skills Required:

• Experience with ticketing systems
• Strong communication and problem-solving skills
• Customer-centric support in SaaS, cloud, or security environments
• Incident management and escalation coordination
• Collaboration across multiple teams

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Preferred Qualifications:

• Experience with SIEM platforms (Azure Sentinel, Splunk, Sumo Logic, Devo)
• Familiarity with forwarding solutions like Heavy Forwarders, Universal Forwarders, Devo Relays
• Knowledge of search query languages (SPL, KQL, SQL)
• Basic Linux CLI experience
• AI cybersecurity exposure (bonus)

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Benefits:

• Competitive salary + bonus potential
• Flexible PTO policy
• Hybrid/Remote/Office work options
• Supportive and inclusive culture
• Continuous learning and innovation

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#TechnicalSupport #CyberSecurityJobs #SIEM #Splunk #AzureSentinel #SaaSCareers #RemoteJobs #PuneJobs #HiringNow #NalgondaToday