Support Engineer, Bangalore

We are seeking a technically strong and customer-focused Technical Support Engineer to support our customers across India and global regions. The role requires solid troubleshooting capabilities in Windows-based enterprise environments along with excellent communication skills to effectively engage with customers across different regions and time zones.

The ideal candidate should be confident in handling customer calls, clearly explaining technical issues, and providing structured updates while managing escalations in a professional manner.

Your Key Responsibilities:

• Provide L1/L2 technical support for Milestone customers in India and global regions.

• Troubleshoot issues using logs, network traces, and system diagnostic tools.

• Communicate technical findings clearly in both verbal and written formats.

• Provide structured and timely case updates to customers.

• Accurately document all case-related communication, files, troubleshooting steps, and resolutions in the ticketing system.

• Ensure high customer satisfaction through ownership and professional communication.

Professional Qualifications:

• 5–10 years of experience in enterprise technical or application support.

• Strong troubleshooting and analytical skills.

• Working knowledge of Software Development Life Cycle (SDLC).

• Strong understanding of TCP/IP fundamentals, DNS, and SSL/TLS.

• Hands-on experience with Wireshark (or equivalent), Windows Event Viewer, PerfMon, and network tools (netstat, TCPView, etc.).

• Experience with Windows Server (2016/2019/2022).

• Operational understanding of Windows Failover Clustering.

• Basic to intermediate IIS troubleshooting.

• Working knowledge of Microsoft SQL Server (basic queries, backup/restore, performance troubleshooting).

• Knowledge of enterprise-level data storage technologies (RAID, NAS, SAN, iSCSI).

• Familiarity with Active Directory and service account concepts.

Critical Soft Skills Required:

• Excellent spoken and written English (mandatory).

• Ability to confidently handle customer calls with Indian and global customers (including Australia, US, NZ, etc.).

• Strong articulation skills to explain complex technical issues in a clear and structured manner.

• Ability to draft professional email communication and technical updates.

• Strong stakeholder management skills and customer-first mindset.

Preferred Skills:

• Experience in Video Management Systems (VMS) or security domain.

• Knowledge of APIs (REST/SOAP).

• Understanding of Identity Providers (OAuth/OIDC basics).

• Experience with Azure or other cloud environments.

• Scripting knowledge (PowerShell preferred).