Senior Technical Support Engineer (Tier 3)

F-Secure makes every digital moment more secure, for everyone. For over 35 years, we’ve led the cyber security industry, protecting tens of millions of people online together with our 200+ service provider partners. We value our Fellows' individuality, with an inclusive environment where diversity drives innovation and growth. What makes you unique is what we value – be yourself, that is (y)our greatest asset. Founded in Finland, F‑Secure has offices in Europe, North America and Asia Pacific.

About the role

We are looking for Senior Technical Support Engineers (Tier 3) to join our team in Bengaluru! We at F-Secure are all about protecting the digital side of things. You will be the go-to person for our clients worldwide, becoming a trusted professional of F-Secure's products. When you join our team, you will get to work with the fellows who are always pushing the envelope when it comes to technology, online security and privacy. We work to set the Internet free.

This role will be located in Bengaluru, India. You can choose whether you work at our Bengaluru office, or in a hybrid mode from your home office. We hope you are able to join us for common gatherings at the office when needed.

At F-Secure we want to be efficient and transparent in our recruiting. Our hiring process will consists of three interview rounds: introduction interview, team interview and final interview. Our aim is to move quickly through the steps, and inform each candidate on a timely manner whether they will proceed in the process.

Key responsibilities:

In this role, you will act as the highest point of technical escalation within the team for cloud infrastructure, platform and application related issues. You will:

• Troubleshoot and resolve complex incidents involving AWS services, containerized environments, application availability and customer raised tickets, while ensuring that the application uptime is 99.99% and customer tickets are promptly answered.
• Own major incident response: coordinate efforts across teams, lead root cause analysis (RCA), and deliver clear post-mortem reports.
• Monitor system health and security events using advanced tools.
• Collaborate with Care Efficiency Leads and Engineering teams to improve observability and automation.
• Mentor other Care engineers, encouraging a culture of knowledge-sharing and continuous improvement. You will maintain internal runbooks, playbooks, and documentation for recurring or high-risk scenarios, and implement proactive improvements to reduce MTTR (mean time to resolution) and eliminate recurring incidents.
• Support change management processes and participate in planned maintenance windows.
• Participate in 24/7 coverage including on-call shifts or rotations as needed.

What are we looking for?

• In-depth knowledge of AWS architecture principles, security best practices, and advanced services relevant to cloud infrastructure, and experience with Docker and container orchestration using Amazon ECS/EKS to maintain microservices architecture.
• Hands-on experience with Dynatrace, Datadog, CloudWatch, or similar tools. Expertise in implementing and optimizing monitoring solutions for complex, distributed cybersecurity infrastructure.
• Strong command of Linux environments with ability to perform system hardening aligned with security best practices.
• Proficiency in Bash, Python, or PowerShell scripting for automating routine tasks, log analysis, and creating incident response procedures. Development of complex automation workflows to reduce MTTR and eliminate manual processes.
• Experience with continuous integration/continuous deployment pipelines for security products.
• Experience with hybrid or multi-cloud environments to support diverse infrastructure needs.
• Advanced skills in tuning cloud resources for optimal performance while maintaining uptime requirement.
• Ability to lead technical response teams during critical incidents affecting partners, and skills in mentoring L1 and L2 engineers on specific technologies and processes.
• Expert-level problem investigation and root cause analysis skills to prevent recurring issues in environment, with the ability to identify inefficiencies in operational processes and implement improvements to enhance partner support.
• Strong collaboration skills to work effectively with Engineering, Product, and Partner teams during complex incidents.

You get bonus points for:

• Deep understanding of how technical issues impact customer business operations and end-users.
• Experience with customized deployments for high-tier partners and ability to troubleshoot complex partner-specific configurations.

What will you get from us?

• You will work together with experienced and enthusiastic colleagues, and within F-Secure you will find some of the best minds in the cyber security industry.
• We actively encourage our Fellows to grow and develop within F-Secure, and in your career here you can find yourself contributing to any number of our other products and teams. You decide what to make of this role, what your priorities are, and how you organize your work for the best benefit to us all.
• We offer interesting challenges and a competitive compensation model with wide range of benefits. You get a chance to develop yourself professionally in an international and highly motivated team serving our customers in providing world class security, privacy and uncensored access to information online.
• You get to work in a flexible, agile, and dynamic working environment that supports individual needs. Giving our people both support and the opportunity to be in charge of their own work is something that is in our DNA.
• We are in a unique phase in our 30-year history and with curiosity and excitement in the air we see no limits for building a strong and fruitful career with us!
  
  A security vetting will possibly be conducted for the selected candidate in accordance to our employment process.