Network Traffic support

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.