Support Engineer, Bangalore at Arcules Inc

Bengaluru, karnataka, India -

Full Time

Start Date

Immediate

Expiry Date

07 Jun, 26

Salary

0.0

Posted On

09 Mar, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Troubleshooting, Customer Focus, Windows Enterprise Environments, Communication, Case Management, Log Analysis, Network Traces, Diagnostic Tools, TCP/IP, DNS, SSL/TLS, Wireshark, IIS Troubleshooting, SQL Server, Active Directory, Stakeholder Management

Industry

Software Development

Description

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). At Milestone, your work goes beyond what the human eye can see. With our unique video technology software, you help people make wiser and more responsible decisions – in and beyond security. Whether you advance our software, inspire to new integrations, or elevate our customers, you are part of a growth company recognized by the industry. We have a unique people-first approach to everything we do, and it’s not just empty words. Being part of a fun, friendly, and flexible environment you’ll find, that working here almost feels like a home away from home. If you are curious to know more about who we are, we suggest you visit http://milestonesys.com/career [http://javascript:void(0)/]  You will experience an inclusive and unbiased recruitment process where all employment decisions are based on qualifications rather than race, color, ethnicity, gender identity, age, sexual orientation, and religion. We advise you not to attach a cover letter to your application but instead, we encourage you to write a few lines about why you are applying for the position in your resume/CV. Additionally we recommend you not to add a photo in your resume/CV.

Responsibilities

Provide L1/L2 technical support for Milestone customers globally, troubleshooting issues using various diagnostic tools and communicating findings clearly to customers.