Position: Support Engineer
Work Type: Full-time
Shift and Schedule: Weekend availability required
Location: Bangalore, Hybrid model (requires office presence)

About Menlo Security

Menlo Security's mission is to enable the world to connect, communicate, and collaborate securely without compromise. The COVID-19 pandemic has made our mission even more critical, as we support clients across various industries, including Fortune 500 companies, 9/10 of the largest global banks, and the Department of Defense.

As we grow from 400 employees to the next phase of our journey, we are seeking passionate individuals with empathy, agility, and a proactive attitude. The ideal candidate is ethical, highly organized, dedicated to seeing things through to completion, service-oriented, and humble enough to take feedback while confident enough to provide coaching and constructive criticism.

Menlo Security is well-funded for growth, with top-tier investors such as Vista Equity Partners ("Vista"), General Catalyst, JPMC, American Express, HSBC, and Ericsson Ventures.

Qualifications

• 4 to 8 years of experience in an industry related to Menlo (cloud/network security, IT operations, security services or devices).
• Quick learner and self-starter.
• Excellent verbal and written communication skills.
• Strong interpersonal skills.
• Experience analyzing HTTP/HTTPS and cybersecurity technologies.
• BS or MS in Electrical Engineering (EE), Computer Science (CS/CE), Mathematics, Physics, or related fields.
• In-depth knowledge of TCP/IP and related internet technologies.
• Web proxy experience is a must.
• Strong analytical and problem-solving abilities.
• Availability to work outside of regular working hours, including nights and weekends, for on-call situations.

Job Responsibilities

• Lead troubleshooting efforts to resolve client-reported issues via phone, email, or remote meetings.
• Provide solutions, policies, and best practice recommendations and assist with client production environments.
• Create knowledge base articles and best practice documentation.
• Reproduce complex issues in both cloud environments and OVA/appliance configurations.
• Assist engineering and operations teams in analyzing and resolving software or operational issues.
• Train and mentor Level 1 and Level 2 support engineers.
• Perform tasks related to patching, bug fixes, and troubleshooting.
• Analyze Splunk log data, network packet traces, and internal logs.
• Ensure client-reported issues are resolved to client satisfaction as quickly as possible.

Work Environment

• This is a hybrid role; candidates are expected to work from the Bangalore office.
• Responsibilities may require availability for emergencies outside normal working hours, including nights and weekends.

Why Menlo Security?

At Menlo Security, our culture is collaborative, inclusive, and fun! We are driven by five core values:

• Stay Balanced
• Make it Happen
• Customer Empathy
• Think Creatively
• Help Each Other Out

We believe in open communication, supporting groundbreaking ideas, and sharing a common vision of what we aim to achieve together. At Menlo, there are huge opportunities for growth, executing innovative ideas, and contributing to building a legacy.

Job Code: MSGL-I4