Website:
globalguard.com
Job details:
Service Desk Analyst – Email Security
Location: Bengaluru, Karnataka, India (On-site)
About GlobalGuard
GlobalGuard is a global cybersecurity company focused on delivering modern protection at scale. We help organisations protect critical communications, data, and cloud environments against rapidly evolving cyber threats, without adding complexity or slowing the business down.
Our solutions integrate cleanly into existing platforms and are used by organisations operating in regulated and high-risk environments worldwide.
MailGuard is GlobalGuard’s cloud-based email security SaaS platform. It protects everyday business communications by preventing advanced email-borne threats before they disrupt operations or compromise trust.
MailGuard combines Secure Email Gateway (SEG) and Integrated Cloud Email Security (ICES) capabilities to strengthen native protections in platforms such as Microsoft 365.
Originally established in 2001, MailGuard has continuously evolved to address zero-day threats and modern social engineering attacks, helping organisations reduce risk and keep email secure and reliable.
The opportunity
As a Service Desk Analyst, you will be the frontline technical support for customers using MailGuard. You will troubleshoot email delivery and security issues, manage tickets end to end, and collaborate with Operations, Security, and Engineering teams to restore service quickly and keep customers informed.
Participate in a 24/7, shift-based operations support and on-call rotation once fully
trained.
What you will do
• Provide frontline technical support for a SaaS-based email security platform via phone, email, and chat
• Troubleshoot email delivery and mail flow issues (SMTP, bounce backs, routing, relay, authentication settings)
• Diagnose DNS and email authentication issues (MX, SPF, DKIM, DMARC) and guide customers through required changes
• Use diagnostic tools and techniques such as DNS lookups, dig or nslookup, telnet, ping, traceroute, and log review
• Investigate suspicious emails and apply security awareness best practices, escalating suspected outbreaks or high-risk cases promptly
• Own the ticket lifecycle in a ticketing system (Zendesk preferred), including triage, prioritisation, clear documentation, customer updates, and timely closure to SLAs
• Support customer onboarding and onboarding activities and maintain accurate operational documentation
• Contribute to knowledge base articles, run books, and standard operating procedures to improve repeatability and speed
• Provide clear shift handovers and collaborate effectively with remote team members and cross functional teams
What you will bring
• At least 8+ years of experience in Service Desk or Technical Support, specifically in a related SaaS or cybersecurity field
• Strong fundamentals in SMTP and email delivery, including interpreting bounce messages and common error codes
• Working knowledge of DNS and email authentication concepts, including SPF, DKIM, and DMARC
• Basic networking troubleshooting skills (TCP/IP fundamentals, connectivity checks, and awareness of firewall impacts)
• Familiarity with cloud email environments such as Microsoft 365 or Exchange Online is a plus
• Experience working across Windows, and familiarity with Linux or macOS environments
• A calm, customer first approach with strong problem solving and prioritisation skills
• Proficient in English (written and spoken), as the role involves documenting issues clearly and providing timely updates to customers and internal stakeholders
Nice to have
• Experience supporting email security products, secure email gateway solutions, or Microsoft Defender for Office 365
• Exposure to ITIL practices, incident management, or change management in a 24/7 operations environment
• Basic scripting skills (PowerShell, Python, or Bash) to assist troubleshooting and reduce manual effort
Why GlobalGuard
• Work in cybersecurity while staying close to real customer outcomes and production operations
• Develop hands-on expertise in email delivery, authentication, and threat handling
• A collaborative culture that values clear escalation, strong documentation, and continuous improvement
How to apply
Apply via LinkedIn with your resume and a short note on the email delivery or authentication
issues you have troubleshot (SMTP, DNS, SPF, DKIM, DMARC) and the ticketing tools you
have used.
GlobalGuard is an equal opportunity employer. We welcome applicants from all backgrounds.
Click on Apply to know more.