Job Description

Congratulations, you have taken the first step towards bagging a career-defining role. Join the team of superheroes that safeguard data wherever it goes.

What should you know about us?

Seclore protects and controls digital assets to help enterprises prevent data theft and achieve compliance. Permissions and access to digital assets can be granularly assigned and revoked, or dynamically set at the enterprise level, including when shared with external parties. Asset discovery and automated policy enforcement allow enterprises to adapt to changing security threats and regulatory requirements in real time and at scale.
Know more about us at www.seclore.com

You would love our tribe:

If you are a risk-taker, innovator, and fearless problem solver who loves solving challenges of data security, then this is the place for you!

Role:

Technical Product Consultant

Experience:

4-7 years

Location:

Mumbai

A sneak peek into the role

This role is designed for individuals with strong application-support expertise, excellent customer-relationship skills, and the ability to work in a super-agile environment. At Seclore, innovation is nurtured and encouraged. We continually push boundaries to deliver value to customers and stakeholders. We are also proud to be recognized as a Great Place to Work for four consecutive years.
As a Technical Product Consultant, you will handle advanced technical issues escalated from L1 and L2 teams, ensure the reliability and performance of our software products, and contribute to customer satisfaction. You will also collaborate with implementation teams during complex deployments and provide deep infrastructure-related expertise.

Here's what you will get to explore

Advanced Troubleshooting

Diagnose and resolve complex technical issues that L1 and L2 teams cannot resolve. Work with development teams to understand product architecture and analyze issues effectively.

Customer Interaction

Engage with customers' technical teams to gather detailed information and provide timely updates. Explain root causes, short-term and long-term fixes, and the resolution process clearly.

Incident Management

Manage and resolve critical incidents with urgency and ownership. Document resolution steps, root cause analysis, and preventive actions in the knowledge base.

Proactive Problem Management

Identify recurring issues and work with Product Teams to implement permanent solutions. Share feedback with L1 and L2 teams to enhance their troubleshooting capabilities.

Consultation & Collaboration

Support implementation teams during complex deployments with infrastructure expertise. Collaborate with Product Teams to stay aligned with new technologies and contribute domain insights.

Training & Documentation

Conduct training sessions for internal teams, customers, and partners. Develop and maintain detailed technical documentation, FAQs, and troubleshooting guides.

Tool & Process Improvement

Identify opportunities to automate and improve support tools and processes. Contribute to monitoring and alerting systems for proactive issue identification.

Travel

Be open to traveling to customer locations for on-site support and consultation as required.

What makes you a great fit

Minimum 3 years of L3 support experience and at least 8 years of overall industry experience Strong knowledge of Active Directory, Oracle/MSSQL databases, LDAP, Apache/Tomcat, SSL, Microsoft 365, VAPT, Linux, and Docker Experience in supporting endpoint agents is an added advantage Excellent verbal and written communication skills Strong analytical, troubleshooting, and problem-solving abilities Ability to manage customer expectations and deliver exceptional service * Flexibility and willingness to travel when required