Network Traffic support

About this role

𝗧𝗵𝗶𝘀 𝗿𝗼𝗹𝗲 𝗶𝘀 𝗳𝗼𝗿 𝗼𝗻𝗲 𝗼𝗳 𝘁𝗵𝗲 𝗪𝗲𝗲𝗸𝗱𝗮𝘆'𝘀 𝗰𝗹𝗶𝗲𝗻𝘁𝘀

𝗦𝗮𝗹𝗮𝗿𝘆 𝗿𝗮𝗻𝗴𝗲: 𝗥𝘀 𝟭𝟬𝟬𝟬𝟬𝟬𝟬 - 𝗥𝘀 𝟮𝟮𝟬𝟬𝟬𝟬𝟬 (𝗶𝗲 𝗜𝗡𝗥 𝟭𝟬-𝟮𝟮 𝗟𝗣𝗔)

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

• Provide advanced technical customer support for network traffic monitoring, visibility, analysis, and troubleshooting solutions.
• Act as a primary technical point of contact for enterprise customers during complex incidents and support engagements.
• Diagnose network traffic, connectivity, performance, configuration, and application-related issues.
• Analyse network packets, traffic flows, logs, alerts, system behaviour, and other diagnostic information.
• Troubleshoot issues across network infrastructure, operating systems, applications, and solution components.
• Work with customers to understand business impact, reproduce technical issues, and define appropriate troubleshooting approaches.
• Own customer incidents from initial investigation through resolution and closure.
• Manage technical escalations and ensure customers receive timely, accurate, and transparent updates.
• Perform root-cause analysis and document findings, corrective actions, and preventive recommendations.
• Collaborate with Engineering, Product, QA, and Development teams to resolve complex product and technical issues.
• Collect and analyse logs, configuration details, packet captures, and other diagnostic artefacts required for investigation.
• Support solution configuration, upgrades, deployments, integrations, and troubleshooting activities.
• Identify recurring technical issues and recommend improvements to products, documentation, and support processes.
• Maintain detailed case records, troubleshooting notes, knowledge articles, and technical documentation.
• Develop and maintain troubleshooting guides, FAQs, standard operating procedures, and support playbooks.
• Monitor support queues, incident priorities, response times, and resolution commitments.
• Communicate technical issues and solutions clearly to customers, internal teams, and senior stakeholders.
• Participate in critical incident reviews and contribute to continuous improvement of customer-support operations.
• Provide technical guidance and mentoring to junior support engineers when required.
• What Makes You a Great Fit
• 10+ years of experience in technical support, network support, network operations, enterprise infrastructure, or a related technology domain.
• Strong hands-on experience in customer-facing technical support and enterprise incident management.
• Excellent understanding of TCP/IP, Ethernet, DNS, DHCP, HTTP/HTTPS, routing, switching, VLANs, VPNs, and network troubleshooting .
• Strong knowledge of network traffic analysis, packet inspection, traffic flows, monitoring, and network visibility concepts.
• Experience analysing packet captures using tools such as Wireshark or similar network-analysis utilities .
• Strong troubleshooting and root-cause analysis capabilities across complex technical environments.
• Experience working with Linux and/or Windows operating systems and enterprise infrastructure.
• Ability to interpret system logs, network traces, configurations, alerts, and diagnostic data.
• Proven experience managing critical customer escalations and production incidents.
• Excellent written and verbal communication skills with the ability to explain complex technical issues clearly.
• Strong customer-service mindset with a focus on ownership, responsiveness, and customer satisfaction.
• Experience collaborating with Engineering, Product, QA, and other technical teams to resolve complex issues.
• Strong documentation, incident reporting, and knowledge-management skills.
• Ability to prioritise multiple customer issues and work effectively in a high-pressure support environment.
• Strong analytical, organisational, and problem-solving skills.
• Ability to work independently while maintaining effective communication with customers and internal stakeholders.
• A Bachelor’s degree in Computer Science, Information Technology, Electronics, Networking, or a related discipline is preferred.