Job Description

Company Overview
Incedo is a US-based consulting, data science and technology services firm with over 3000 people helping clients
from our six offices across US, Mexico and India. We help our clients achieve competitive advantage through
end-to-end digital transformation. Our uniqueness lies in bringing together strong engineering, data science, and
design capabilities coupled with deep domain understanding. We combine services and products to maximize
business impact for our clients in telecom, Banking, Wealth Management, product engineering and life science
& healthcare industries.
Working at Incedo will provide you an opportunity to work with industry leading client organizations, deep
technology and domain experts, and global teams. Incedo University, our learning platform, provides ample
learning opportunities starting with a structured onboarding program and carrying throughout various stages of
your career. A variety of fun activities is also an integral part of our friendly work environment. Our flexible
career paths allow you to grow into a program manager, a technical architect or a domain expert based on your
skills and interests.
Our Mission is to enable our clients to maximize business impact from technology by

• Harnessing the transformational impact of emerging technologies
• Bridging the gap between business and technology

Role Description
Lead and manage a team of L2/L3 Network Security Engineers providing TAC support for WatchGuard's product portfolio (Firebox, AuthPoint, Cloud, Wi-Fi, Endpoint Security, etc.).
- Drive daily operations, ensuring SLAs, KPIs, and customer satisfaction metrics are met or exceeded.
- Act as an escalation point for complex customer issues and drive them to resolution in coordination with engineering and product teams.
- Provide technical and operational guidance to team members, conduct regular case reviews, and ensure case hygiene and documentation standards.
- Monitor team workload and performance; manage shift schedules, resource planning, and leave management to ensure 24x7 coverage.
- Conduct regular 1:1s, team meetings, and performance evaluations.
- Mentor and coach team members, and drive skill development initiatives.
- Collaborate closely with cross-functional teams including Engineering, Product Management, and QA for bug follow-ups, product feedback, and enhancements.
- Drive knowledge base creation, process improvements, and automation initiatives to improve support efficiency.
- Participate in customer calls (critical accounts, escalations), representing TAC with professionalism and technical authority.
Technical Skills
- Strong knowledge of networking protocols (TCP/IP, DHCP, DNS, VPN, NAT, Routing, Switching).
- Expertise in Network Security technologies including Firewalls, UTM, IDS/IPS, SSL VPN, MFA, and Endpoint Security
Nice-to-have skills
Qualifications
Bachelor's degree in Computer Science, Information Technology, or equivalent.
- 6+ years of experience in technical support or TAC roles, with 2+ years in a leadership/supervisory position.
Company Value
We value diversity at Incedo. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.