Our client operate as a Managed Service Provider (MSP), helping organizations implement and scale Governance, Risk, and Compliance (GRC) solutions as well as strengthen their cybersecurity posture. Our platforms and services empower businesses to address their toughest challenges through smart data, robust integrations, and secure implementation practices.

We're seeking an experienced Senior / 2nd Tier Support Engineer to join our Support team in Hyderabad. This role goes beyond just troubleshooting - you'll be partnering with multiple client organizations, helping them deliver world-class customer experiences while building your own career pathway at the organisation.

Key Responsibilities :

- Provide 2nd line technical support for multiple client organizations, diagnosing and resolving issues within SLA timelines.

- Assist in the onboarding process for new client customers, ensuring smooth adoption of their platforms.

- Document and track customer interactions, resolutions, and best practices.

- Work closely with client Engineering and Product teams to escalate and resolve complex cases.

- Contribute knowledge-base articles, troubleshooting guides, and support documentation for both internal and client use.

Minimum Qualifications :

- 3+ years of experience in technical support or a related field.

- Strong troubleshooting and problem-solving skills.

- Hands-on Python programming experience.

- Advanced SQL and data modeling knowledge.

- Independent, proactive, and customer-focused mindset.

Desirable :

- 2+ years in data analytics (advantage).

- Familiarity with cybersecurity products (e.g., SIEM, vulnerability assessment tools).

- Engineering degree in IT, Computer Science, Engineering, or related field.