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Job title: Team Lead Technical Support
Location: Ambit IT Park, Ambattur, Chennai, India
Experience: 3 to 7 Years (1 – 2 Years as Lead)
No of openings: 5

Roles & Responsibilities

• Drive and manage overall team performance to consistently meet or exceed KPIs including CSAT, FCR, AHT, Quality, and Productivity
• Provide real-time coaching, guidance, and support to technical support agents and SMEs
• Handle complex customer escalations related to hardware, software, networking, and system configuration issues
• Act as the primary point of contact for process or product-related inquiries that require advanced troubleshooting
• Monitor daily performance metrics and implement action plans to address performance gaps
• Conduct regular call monitoring and deliver structured feedback and coaching sessions
• Ensure agents follow troubleshooting standards, SOPs, and quality guidelines
• Collaborate with training teams to identify knowledge gaps and improve training content
• Create and maintain process documentation, troubleshooting guides, and knowledge base articles
• Strong hands-on experience troubleshooting home and prosumer networking environments, including TCP/IP, DHCP, DNS, NAT, and IPv6.
• Solid understanding of Wi-Fi technologies (802.11 standards, roaming, band steering, and interference) and mesh networking systems.
• Experience with ISP integration, including bridge mode, modem/router interoperability, and double NAT scenarios.
• Knowledge of advanced networking features such as VPN (client and pass-through), guest networks, parental controls, and access management.
• Experience supporting mobile app connectivity, cloud-based device management, and account-related issues.
• Proficiency troubleshooting connectivity across Windows, macOS, iOS, and Android devices.
• Experience with smart home and IoT devices, including onboarding and ecosystem integration (e.g., Alexa, Google Home, Apple HomeKit, Matter/Thread).
• Familiarity with gaming and streaming requirements, including NAT types, QoS, UPnP, and high bandwidth use cases.
• Working knowledge of cellular networking concepts, including LTE/5G connectivity, SIM/eSIM activation, and mobile network troubleshooting.
• Strong problem-solving skills with the ability to diagnose complex issues, document findings, and collaborate with engineering teams.

Required Skills & Qualifications

• Strong leadership and people management experience in a technical support environment
• Excellent written and verbal communication skills
• Advanced troubleshooting knowledge of:
• IP and analog security cameras
• Networking fundamentals (Wi-Fi, routers, modems, ports, IP addressing)
• Mobile apps, cloud services, and firmware updates
• PC/Mac and mobile device configurations
• Ability to analyze performance data and translate it into actionable plans
• Strong problem-solving and decision-making abilities
• Experience managing escalated customer interactions
• Proficient in CRM systems, ticketing tools, and Microsoft Office
• Ability to multitask across multiple tools and applications
• Minimum 1–2 years of experience in technical support leadership
• Call center experience in a consumer electronics or IoT environment is a strong asset

Core Competencies

• Customer First Mindset
• Ownership & Accountability
• Analytical Thinking
• Coaching & Development
• Communication Excellence
• Collaboration & Alignment
• Innovation & Continuous Improvement
• Sense of Urgency
• Emotional Intelligence
• Results Orientation

Job Title: Technical Support Engineer – International Voice
Location: Ambit IT Park, Ambattur, Chennai, India
Shift: US based rotational
No of Openings: 98
Experience: 6 months to 2 years

Role Summary

• The Engineer – Technical Support is responsible for handling customer interactions through voice support and CRM-based case management.
• The role involves troubleshooting customer issues, providing application support, documenting incidents, managing support tickets, and ensuring timely resolution or escalation in accordance with established SLAs.
• The ideal candidate should possess strong technical support experience, excellent communication skills, and the ability to multitask in a fast-paced customer service environment while maintaining a high level of professionalism and customer satisfaction.

Key Responsibilities

Customer Support & Case Management

• Handle incoming customer calls and process/complete tasks identified in cases received through CRM portals and assigned queues.
• Review, triage, prioritize, and assign incoming cases based on priority and business impact.
• Acknowledge customer requests and communicate expected resolution timelines.
• Create, update, and maintain support cases accurately within the CRM system.
• Escalate issues to appropriate technical teams whenever required.

Incident Management & Troubleshooting

• Provide Level 1 application support and conduct initial issue discovery.
• Perform preliminary troubleshooting and gather relevant information for resolution.
• Document troubleshooting activities and incident notes accurately.
• Conduct database searches and research activities to assist with issue resolution.
• Track and manage incidents through closure while ensuring customer expectations are met.

Service Delivery & Performance

• Adhere to established Service Level Agreements (SLAs), quality standards, and productivity targets.
• Deliver world-class customer service aligned with organizational values and support standards.
• Effectively manage high workloads while maintaining service quality.
• Participate in discussions related to trouble-ticket activities and ongoing incidents with team management.

Product Knowledge & Continuous Learning

• Develop and maintain a strong understanding of supported products, applications, and processes.
• Stay updated on new product features, support procedures, and knowledge-base content.
• Contribute to continuous process improvements and knowledge-sharing initiatives.

Desired Skills & Competencies

Communication Skills

• Excellent telephone communication skills with the ability to remain empathetic and courteous during customer interactions.
• Strong verbal and written communication abilities.
• Ability to clearly explain technical concepts to non-technical users.
• Customer Focus
• Strong customer service orientation with a commitment to resolving issues efficiently.
• Ability to handle difficult and time-sensitive customer situations professionally.

Technical & Analytical Skills

• Basic troubleshooting and diagnostic skills.
• Ability to perform database and system searches.
• Familiarity with CRM and ticketing systems.
• Time Management
• Excellent organizational and time management skills.
• Ability to work cases efficiently while adhering to schedules and productivity expectations.

Multitasking

• Ability to work across multiple applications, systems, and technical platforms simultaneously while maintaining customer focus.

Education & Experience

Required Qualifications

• Graduate in any discipline.
• Minimum 6 months to  2 year of experience in a Technical Support Voice Process.
• Experience working with CRM, Help Desk, or ticketing systems preferred.
• Exposure to customer support environments and incident management processes.

Preferred Qualifications

• Experience in application support or IT Help Desk environments.
• Familiarity with customer service is the best practices and SLA-driven support operations.

Job title: Inbound Sales and Service Associate
Work Location: UltraLag, Lagunilla, Heredia
Experience: Yes, customer service and sales.
Education Qualification: High School Diploma
No of openings : 60

Roles and Responsibilities:

• If you are looking for a satisfying career in a friendly, fast-paced, and continuously changing environment, then look no further.
• We are looking for energetic customer sales representatives who show drive, ambition, and demonstrate high levels of sales performance with integrity. Your voice will be the brand that builds a strong relationship between our clients and their customers – It all starts with you!
• Our purpose is to make the world a better place, with a mission to keep our customer’s world running seamlessly. You will be responsible for delivering an excellent experience to our customers first time, every time using all skills & knowledge in order resolve their inquiries most effectively. You will be engaging with all customers by creating sales opportunities to draw their attention to our extended warranty plans which could improve their customer experience with our clients.
• You will deal with a variety of different customer call types as required to suit the business & customer needs. You will have ownership of your customer’s experience as well as providing the appropriate feedback to improve the journey in a positive & ethical way that is in line with our business practices.
• You will provide inbound telephone support to our clients concerning extended warranty plans and services.

Essential Duties and Responsibilities:

• Inbound Sales Associate are responsible for assisting existing and new customers with registering their new appliances establishing rapport with the customer to position the sales pitch.
• Superior product knowledge and a passion for customer satisfaction, you will provide solutions to customer needs in a fast-paced and energetic environment.
• Emphasis is on sales for extended warranty plans and product registration.
• Through rapport building and information gathering from the conversation with the customer, identify opportunities to present the need to purchase an extended service plan.
• Upsell customers to additional service plans on older appliances the customer has in their homes. 
• Fully understands and consistently demonstrates proficiency at explaining products and services to existing and prospective customers.
• Listen to customer concerns with the goal of identifying buying signals and effective use of rebuttals to overcome objections.
• Solve customer challenges and regain customer confidence by using empathy and building rapport with customers.
• Accurately document information within multiple database systems.
• Adhere to KPI(s), as defined by the leadership team, to ensure departmental expectations and quality assurance is within standards.
• Supporting the team and wider functions to succeed by sharing knowledge and proactively looking for ways to improve the customer journey, and personal competency, providing feedback in a solution-focused manner.

Required Skills & Desired Skills

• Proficient speaking English to US based customers.
• High School Diploma or GED required.
• 1 year of experience in a call center environment.
• Customer Service preferred and Sales experience required
• Genuine desire to provide exceptional customer service.
• Ability to understand first call resolution.
• Excellent communication skills (professional demeanor) with an ability to be positive, energetic, and relay information precisely, professionally, and friendly while overcoming objections.
• Respond to customer inquiries by asking probing questions, listening attentively, while possessing exceptional oral and written skills.
• Self-motivated, able to work independently, and a desire to learn and succeed.
• Attention to detail with an ability to follow through while managing multiple tasks and adapt to change within a fast-paced business environment.
• Demonstrates teamwork, displays a positive attitude, and has a strong work ethic.
• Highly reliable with the ability to maintain regular attendance and punctuality.
• Demonstrates ability to speak off script, accurately, asking questions to identify busy signs
• Demonstrates ability to build rapport, off script, with customer to identify needs for our product

Job title: Senior Full Stack Engineer
Work Location: Colombia
Experience: 6–8 years
Education Qualification: High School

Roles and Responsibilities:

• Risk Identification: Identify and prioritize meaningful security risks across first-party code, services, infrastructure, build pipelines, and software supply chain components.
• Vulnerability Validation: Validate findings for exploitability, severity, affected products, business impact, and remediation priority.
• Cross-Functional Collaboration: Collaborate with Security Research and Product teams to translate novel findings, malicious component discoveries, and emerging attack patterns into research-ready outputs, product improvements, detection opportunities, and customer-facing intelligence.
• Remediation & Mitigation: Work closely with Application Security and Engineering to move validated findings through remediation and reduce repeat vulnerability patterns.
• AI-SDLC Evangelism: Champion modern AI-SDLC practices by translating recurring vulnerability classes, insecure coding patterns, and effective remediation approaches into reusable guidance, detection logic, secure coding standards, and remediation playbooks.
• Fix Implementation: Create clear remediation guidance, engineering-ready fix proposals, and pull requests where appropriate.

Required Skills & Desired Skills

• Experience: 8+ years of professional software engineering experience, including 2+ years in a Staff Engineer or equivalent technical leadership role.
• Security Expertise: Proven experience identifying, validating, and helping remediate vulnerabilities in production software, services, APIs, infrastructure, or software supply chain components.
• Code Proficiency: Strong ability to read, understand, and reason about complex codebases, preferably including Java, Kotlin, or other JVM-based backend systems.
• Tooling & Methods: Hands-on experience with application security testing methods and tools, such as SAST, DAST, SCA, secret scanning, threat modeling, secure code review, or vulnerability validation.
• AI & Automation: Practical experience using AI-assisted engineering, security analysis, or automation techniques to improve software quality outcomes.
• Communication: Ability to translate security findings into clear remediation guidance, engineering-ready recommendations, and practical risk-based priorities. Strong collaboration skills working across AppSec, Engineering, Product, or Security Research teams.
• Education: Bachelor’s degree in Computer Science, Engineering, or a related field—or equivalent practical experience.
• DevOps Culture: Solid understanding of cloud-native architecture, CI/CD workflows, build pipelines, containers, and modern DevOps practices.
• Leadership: Passion for raising the security bar through technical leadership, mentoring, secure engineering practices, and continuous improvement.
• Advanced English (B2+)

Desirable Certifications:

• SANS: GSEC, GCIH, GCLD, GCID, GMON
• (ISC)²: CISSP, CC, SSCP, CCSP, CAP, CSSLP

Job title: Lead Full Stack Engineer
Work Location: Colombia
Experience:  10+ years
Education Qualification:  high school graduate – professional

Roles and Responsibilities:

• Full-Stack Architecture & Development: Lead the design, implementation, and scaling of robust backend services and intuitive frontend interfaces across our product ecosystem.
• Risk Mitigation & Code Quality: Identify and prioritize performance, scalability, and security risks across first-party code, services, and software supply chain components.
• Cross-Functional Collaboration: Collaborate with Product, Design, and Security Research teams to translate complex requirements, novel AI findings, and architectural patterns into production-ready software features.
• Modern AI-SDLC Champion: Champion modern AI-assisted development practices by integrating automated coding standards, detection logic, and secure coding playbooks into the everyday engineering workflow.
• Technical Leadership & Fixes: Provide engineering-ready architectural proposals, guide technical decisions, perform deep code reviews, and drive complex pull requests to completion.

Required Skills & Desired Skills

• Experience: 10+ years of professional software engineering experience, including 2+ years in a Lead Engineer, Staff Engineer, or equivalent technical leadership role managing complex frontend and backend ecosystems.
• Code Proficiency: Strong ability to write and reason about complex codebases, with deep expertise in Java, Kotlin, or other JVM-based backend systems, alongside modern frontend frameworks.
• Tooling & Methods: Hands-on experience with application engineering testing methods and quality tools (such as SAST, DAST, SCA, threat modeling, or automated unit/integration validation).
• AI & Automation: Practical experience using AI-assisted engineering, automated analysis, or DevSecOps automation techniques to improve software deployment and quality outcomes.
• DevOps Culture: Solid understanding of cloud-native architecture, CI/CD workflows, build pipelines, containers, and modern DevOps practices.
• Communication & Language: Ability to translate technical findings into practical risk-based priorities and clear engineering guidance. Advanced English (B2+) is required for daily cross-functional collaboration.
• Education: Bachelor’s degree in Computer Science, Engineering, or a related field—or equivalent practical experience.
• Leadership: Passion for raising the engineering bar through technical leadership, mentoring junior developers, and fostering continuous improvement.

Desirable Certifications (Plus):

• SANS Certifications: GSEC, GCLD, or equivalent cloud/architecture training.
• (ISC)² Certifications: CSSLP (Certified Secure Software Lifecycle Professional), CISSP, or equivalent security-by-design credentials.