Associate Technical Support Engineer

Who We Are:

In India, Vista’s presence continues to expand with 45+ portfolio companies employing more than 17,000 professionals across technology, product, customer success, and operations – reinforcing India’s strategic role as a hub of innovation and talent within the Vista ecosystem.

Through its Agentic AI Factory, Vista is embedding Generative AI across its global portfolio, enabling companies to integrate intelligent, responsible AI into products, operations, and decision-making. This initiative is strengthened through portfolio-wide learning programs, leadership workshops, and AI hackathons that foster innovation, build fluency, and accelerate practical AI adoption across teams.

Critical Start, a Vista-backed company, is on a mission to stop breaches, simplify security, and shape the future of cyber defense. We deliver 24x7 AI-accelerated, human-validated detection, investigation, and response across IT and OT, helping organizations outpace evolving threats with faster response and measurable risk reduction.

From AI-assisted triage to analyst copilots that elevate human expertise, we combine machine intelligence with human judgment to deliver outcomes our customer's trust.

If you're looking for a high-trust, high-impact team where your ideas are amplified by AI and valued by colleagues and customers alike, Critical Start is the place for you. Come build the future of cybersecurity with us.

With Vista’s investment and strategic guidance, we combine the agility of a growth-stage company with the scale, stability, and career opportunities of a global technology network. Our teams are empowered to innovate, collaborate, and build meaningful solutions that drive measurable outcomes for customers worldwide.

Our Employee Value Proposition (EVP)

At Critical Start Technologies Private Ltd., our people are our greatest advantage, and we empower our team to make a real impact by transforming how the world defends against cyber threats. Our employee value proposition reflects what we stand for and the experience we create for every team member:

• Purpose-Driven Mission

• Innovation at the Core

Innovation is in our DNA. From pioneering the first MOBILESOC app to leveraging AI to reduce investigation time by 99.3%, we continuously push boundaries. Team members can work with cutting-edge technologies that redefine what’s possible in cybersecurity.

• Human + AI Collaboration

We combine the best of machine intelligence and human judgment to deliver trusted outcomes. You’ll work in an environment where AI elevates expertise—through AI-assisted triage, automated alert resolution, and analyst copilots—empowering you to focus on high-impact work.

• High-Trust, High-Impact Culture

We thrive on collaboration, transparency, and shared success. Your ideas are valued, your growth is supported, and your contributions drive meaningful results. This is a place where your work truly matters.

Employees benefit from the ability to build diverse experiences, collaborate with high-performing peers across portfolio companies, and progress into new roles within a global network of leading enterprise software organizations. This shared talent environment strengthens capabilities, broadens perspective, and supports long-term career development across the Vista portfolio.

Join us and let’s build the future of cybersecurity together! Want to hear from our team? Watch these videos to gain insights into life at Critical Start or check out our Glassdoor reviews for an inside look.

Who You Are:

We are seeking an Associate Technical Support Engineer to join the Critical Start Technologies Private Ltd. team, operating under the Critical Start umbrella, for our India operations.

You possess a strong ability to problem-solve, collaborate effectively, and engage the right people without overcommitting resources, while ensuring customers are kept informed.

This role is designated as a Remote position. You are required to have a reliable high-speed internet connection, the ability to participate in video meetings, and a dedicated home office or private workspace suitable for professional work. As the position involves collaboration with U.S. based teams and clients, you will be expected to work a night shift of 5:30pm IST to 2:30am IST to align with U.S. business hours, as guided by your manager.

What You Will Be Doing?:

In this role, you will be responsible for driving impact by contributing to our Customer Support function. You'll collaborate with cross-functional teams, apply your expertise to real-world challenges, and deliver solutions that improve outcomes for customers worldwide. Your day-to-day will include:

• Serve as the first line of support for Critical Start customers, handling break/fix, bug, and enhancement requests across Endpoint, SIEM, and security-focused tools
• Manage ticket queues to meet or exceed established KPIs, ensuring accurate and timely resolution
• Act as incident manager for major issues, driving resolution from initiation through closure and delivering root cause analysis (RCA) to customers
• Collaborate with internal teams to restore services for critical systems
• Communicate customer risks and escalations to Sales and Customer Success stakeholders
• Partner with R&D, Development, and Product teams to relay customer feedback and influence improvements
• Create, author, and review knowledge articles that empower team members and enhance the customer experience
• Participate in ongoing training and professional development opportunities

What You Will Bring?:

Required Qualifications:

• 3+ years of experience in customer support, customer success, or account management with a SaaS, Cloud, or Security provider (MSP/MSSP).
• 3+ years of direct experience in technical customer support.
• Must be available to work night shift hours (5:30pm - 2:30am IST) to support collaboration with U.S. based teams and clients.
• Proven experience in facilitating communication, problem resolution, and incident management.
• Strong written and verbal communication skills.
• A collaborative approach to problem-solving, ensuring the right people are involved without adding unnecessary complexity.
• Familiarity with using ticketing systems to intake, track, manage, and resolve customer requests and incidents.
• Ability to build relationships and communicate effectively with internal teams to help deliver positive customer outcomes.
• Ability to participate in on-call rotations to provide timely support and ensure continuous service availability.

Desired Qualifications:

• AI cybersecurity experience is an additional advantage.
• 3+ years of experience with Azure Sentinel, Splunk, or a similar SIEM platform; including configuration, log source health validation, and connector configuration.
• Experience working with SIEM products, preferably Splunk Enterprise, SplunkCloud, Microsoft Sentinel, SumoLogic, and/or Devo.
• Experience in setting up and configuring forwarding solutions, such as Heavy Forwarders, Universal Forwarders, Microsoft AMAs, and Devo Relays.
• Proficiency in search query languages, such as SPL, KQL, and SQL.
• Working knowledge of Linux command-line interface (CLI).
• AI Competency: Foundational understanding of AI, ML, and GenAI concepts and their relevance to customer experience. Should be able to demonstrate use of AI for precise service delivery and productivity boost.
• Understands data privacy principles and avoids sharing sensitive information in AI systems or public tools.

What It's Like Working Here:

We offer a dynamic, supportive, and engaging work environment where meaningful work and a relaxed, comfortable culture go hand in hand!

Be part of something bigger. Build your career with Critical Start, powered by Vista.

• Competitive salary
• Statuary PTO (Paid Time Off) policy
• Depending on the role, you may work in the office, remotely, or adopt a hybrid work model.

We prioritize your privacy and security. Please note that Critical Start will never request financial information or sensitive personal data during the interview process. If you encounter any suspicious requests, do not respond and contact us directly at recruiting@criticalstart.com. Thank you for helping us maintain a safe and trustworthy hiring experience.

Critical Start welcomes people from all backgrounds and walks of life. One of our core values is to “Do what’s best for our employees,” and that starts with the hiring process by finding the best candidates and providing an environment that upholds equal employment opportunities for all employees and applicants, strictly prohibiting any form of discrimination or harassment based on race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This policy encompasses all aspects of employment, including recruitment, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Mental and Physical Requirements

It's important to note that specific physical and mental requirements may vary depending on the nature of the office job, organization, and individual responsibilities.

Physical:

• Stationary position for extended periods of time.
• Constantly operate a computer.
• Occasionally you may be required to move equipment or other items up to 20 lbs.
• The ability to communicate information and ideas so others will understand. Must be able to exchange accurate information in these situations.

Mental:

• Must be able to apply established protocols in a timely manner.
• Make timely decisions in the context of workflow.
• Ability to complete tasks and perform in situations requiring speed deadlines, or productivity quota.
• Ability to work effectively and efficiently in high stress situations.
• Ability to simultaneously address multiple complex problems.

How to Apply:

Interested candidates are invited to visit our career site and apply for the position: https://www.criticalstart.com/careers/