First Line Support

Who are we

Checkmarx is the leader in application security and ensures that enterprises worldwide can secure their application development from code to cloud. Our consolidated platform and services address the needs of enterprises by improving security and reducing TCO, while simultaneously building trust between AppSec, developers, and CISOs. At Checkmarx, we believe it's not just about finding risk, but remediating it across the entire application footprint and software supply chain with one seamless process for all relevant stakeholders.

We are honored to serve more than 1,800 customers, which includes 40 percent of all Fortune 100 companies including Siemens, Airbus, SalesForce, Stellantis, Adidas, Wal-Mart and Sanofi.

We are looking for a technical support engineer to join our First Line Support team

.The First Line Support Engineer will be the first to assist our customers with their demanding and complex cases. You will be expected to analyze and understand the problem quickly, suggest a solution or ask for essential information. You will be expected to learn new products and technologies. In addition, you are expected to have excellent communication and customer service skills

.
Essential Duties and Responsibilitie

s: Provide the first response to customers mainly through the Salesforce support system and occasional phone cal

ls Conduct initial analysis and classification of customer cas

es Use various resources (acquired knowledge, knowledgebase, product documentation, etc.) to solve cas

es Gather essential information needed for the skill-based teams to further handle the ca

se Smart routing based on the case analysis, route to the correct skill-based te

am Contribute to knowledge sharing (writing articles, including Root Cause Analysis (RCA) for resolved case

s) Proactively seek to exceed customer expectations, leading to high customer satisfaction ratin

gs
Requiremen

ts:Engineers are expected to have intermediate knowledge of the following technologies, along with the ability to quickly advance those skil

ls. English as a spoken/written language, with excellent communication ski

lls Excellent problem-solving abilit

ies BS degree in Information Technology, Computer Science, or relevant fi

eld At least 1-3 year of proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician, or similar r

ole Familiar with Windows/Linux OS environme

nts Ability to think on one's feet, learn complex products and discover creative methods to assist custome

rs. Ability to diagnose and troubleshoot technical iss

ues Ability to provide step-by-step technical help, both written and ver

bal Basic knowledge of Networking/Internet Services is an advant

age Basic knowledge Experience working with authentication protocols is an advant

age Basic knowledge with IIS, Apache, Certificates, Docker, and MS SQL Server is an advant

age Familiar with Salesforce, Confluence and Trello tools is an advant

age
Additional Requireme

nts: Ability to work in a team and communicate effecti

vely Get stuff done attit

ude! Answer customer phone c

alls Willing to take on challenges anytime. Going above/beyond the call of

duty Located in

Pune Hybrid work m

odel
What we have to o

ffer: Interesting and challenging work in a large and dynamic cybersecurity growing co

mpany Exciting projects involving newest technologies and innovative pro

ducts Professional and personal development opportun