Technical Support Specialist

Job description

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
Required
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

Required Skill Profession

Computer Occupations