Technical Services and Support Intern

Critical Start

1d•$0 - $30,000•Onsite

About The Position

Vista Equity Partners is a leading global investment firm focused exclusively on enterprise software, data, and technology-enabled businesses. Critical Start, a Vista-backed company, is on a mission to stop breaches, simplify security, and shape the future of cyber defense. They deliver 24x7 AI-accelerated, human-validated detection, investigation, and response across IT and OT. This internship offers the chance to be part of a team that is transforming cybersecurity with AI-assisted triage and analyst copilots. The role is within Critical Start Technologies Private Ltd. for their India operations, focusing on cloud-based systems and modern Support and Services. The ideal candidate is customer-oriented, enjoys logical troubleshooting, and is eager to learn new technologies. This in-person internship is based in Pune, India, from June 01, 2026, to November 30, 2026, with a commitment of 25-30 hours per week and a maximum stipend of ₹30,000/month.

Requirements

Currently pursuing a Bachelor's or Master's degree in Computer Science, Information Technology, Cybersecurity, Electronics, or a related field, in the final year of study.
Strong interest in customer support, technical support, or cybersecurity.
Willingness to learn how SaaS, Cloud, and Managed Security Service Provider (MSP/MSSP) environments work.
Basic understanding of how customer support/services functions, including the importance of clear communication, timely follow-ups, and structured problem-solving.
Strong written and verbal communication skills, with the ability to explain technical concepts clearly to both technical and non-technical audiences.
A collaborative mindset and eagerness to work with team members across functions to solve problems.
Willingness to self-learn and a can-do attitude.
Self-motivated, detail-oriented, and able to manage time effectively in a fast-paced learning environment.

Nice To Haves

Familiarity with the concept of ticketing systems (e.g., Jira, ServiceNow, Zendesk) — through coursework, projects, or self-learning.
Exposure to cybersecurity concepts through coursework, certifications (e.g., CompTIA Security+, Google Cybersecurity Certificate, Microsoft SC-900), online courses, or personal projects.
Awareness of SIEM platforms such as Splunk, Microsoft Sentinel, SumoLogic, or Devo — even at an introductory or lab level.
Basic familiarity with log management concepts, data forwarding, or how endpoints communicate with monitoring tools.
Introductory knowledge of query languages such as SPL, KQL, or SQL — even from academic projects or tutorials.
Working knowledge of the Linux command line (file navigation, basic commands, viewing logs).
Foundational understanding of AI, ML, and GenAI concepts and how they apply to customer experience and cybersecurity.
Awareness of data privacy principles and responsible use of AI tools — including not sharing sensitive or confidential information in public AI systems.
Participation in hackathons, cybersecurity CTFs, internships, capstone projects, or open-source contributions.

Responsibilities

Provide first-line support and services to Critical Start customers.
Ensure accurate and timely ticket handling for first-level analysis, break/fix, bug, and enhancement requests across Endpoint, SIEM, and security-focused tools.
Collaborate with internal teams to provide insights and analysis for critical systems.
Act as incident manager for major issues from initiation to resolution, including delivering a root cause analysis (RCA) to customers.
Manage ticket queues to meet or exceed KPIs.
Communicate customer risks to Mentors, Manager, or Customer Success.
Contribute to knowledge sharing through documentation.
Collaborate with R&D, Development, and Product teams to relay feedback.
Participate in ongoing training to support professional growth.
Create, author, and review knowledge articles.