Overview
As part of a Global Customer Technical Support team, this team provides post-sales support to Customers and Partners globally.
Supporting the customer / partner is done through diagnosis and troubleshooting software and hardware problems and aiding with the product applications and/or use cases.
Communicate with customers /partners by listening to and understanding the reported problem, and able to clearly explain basic technical information to the customers over the phone and via email.
Part of a weekend on-call rotational schedule once deemed capable.
Responsibilities
- Communicating with customers by listening to and understanding their problem, then clearly explaining detailed technical information
- Asking customers targeted questions to quickly understand the root of the problem
- Diagnosing & troubleshooting technical issues in an expedient manner
- Tracking issues through to resolution, within agreed time limits
- Escalating unresolved issues to the appropriate next level / internal teams
- Providing prompt and accurate feedback to customers
- Referring to internal database or external resources to provide technical solutions
- Leading troubleshooting & brainstorming discussions
- Delivering workshops to both local and global teams - customer presentations to senior technical personnel and management
- Ensuring all issues are properly logged – following case management process
- Prioritizing and managing several open issues at one time
- Following up with customers to ensure their systems are fully functional after troubleshooting, and a solution has been provided
- Identifying areas of improvement whether in processes, procedures, or tools
- Documenting technical knowledge in the form of knowledge base articles and/or submitting documentation opportunities
- Creating and delivering product knowledge sharing sessions to the respective regional team
- Communicating with Sales Team to ensure timely updates for any critical issue
- Working with the Engineering team to assist with documentation
- Performing activities (reproducing the issue when required)
Qualifications
Knowledge and Skills
- Understanding of networks
- CCNA or equivalent knowledge
- 4G-5G
- AAA
- Any of the following certifications: CCNA, MCSE, Cloud, and/or RedHat
- Deep knowledge of supported Linux/Unix operating systems.
Able to troubleshoot, analyze and configure the OS and its features and roles.
- Deep knowledge of product software and hardware.
Can use scripts/tools to aid in troubleshooting.
Knowledge of identified bugs in running firmware version.
- Advanced understanding and experience of networks, firewalls, protocols.
- Knowledge in tracing and troubleshooting high-level protocols and traffic
- Extensive understanding and experience of virtualization & cloud concepts, properties, and technology, as well as detailed skills in major industry standard technology specifics.
Knowledge of models like SaaS, PaaS and IaaS.
- Good understanding of technology infrastructure, security concepts and platforms
- Strong understanding of networking (specifically IP related technologies)
- Good understanding of virtualization & cloud concepts
- Able to install, configure, and/or operate network equipment such as Cisco, Juniper, or other network hardware manufacturers
- Scripting and some programming
- Ability to configure and troubleshoot problems - logical thought process
- Good problem solving investigative and multi-tasking skills
- Ability to communicate with customers presenting technical information either verbally or in written format
- Focus to detail and can follow defined processes/procedures
- Technical acumen and able to identify when escalations are required
- Autonomy – increases technical knowledge by attending self-studies to bring value to the organization
- Organization and prioritization abilities
- Good computer skills in MS Office
- Desired
- Subject Matter Expertise in 1-3 areas relative to AppLogic Networks product
- Great collaborator
- Good CSAT and customer feedback
Work Experience, Education and Certifications
- Minimum of 3+ year experience in a technical role aligned to the same field with customer support experience KVM Experience
- Ideal candidate would have served as a developer in prior roles and have a deep understanding of modern, highly scalable architectures leveraging the latest technologies including NET/C#, Restful APIs, micro-services, cloud computing etc.
- Bachelor’s degree in a relevant field, like Computer Science, IT or Software Engineering.
Microsoft, Cisco, Linux or similar certification or a diploma from a technical institute - Education may be substituted for proven work experience for 5+ years as a Technical Support Engineer in a similar field