Technical support specialist

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 informationAsking customers targeted questions to quickly understand the root of the problemDiagnosing & troubleshooting technical issues in an expedient manner Tracking issues through to resolution, within agreed time limitsEscalating unresolved issues to the appropriate next level / internal teamsProviding prompt and accurate feedback to customersReferring to internal database or external resources to provide technical solutionsLeading troubleshooting & brainstorming discussionsDelivering workshops to both local and global teams - customer presentations to senior technical personnel and managementEnsuring all issues are properly logged – following case management processPrioritizing and managing several open issues at one timeFollowing up with customers to ensure their systems are fully functional after troubleshooting, and a solution has been providedIdentifying areas of improvement whether in processes, procedures, or toolsDocumenting technical knowledge in the form of knowledge base articles and / or submitting documentation opportunitiesCreating and delivering product knowledge sharing sessions to the respective regional teamCommunicating with Sales Team to ensure timely updates for any critical issue Working with the Engineering team to assist with documentationPerforming activities (reproducing the issue when required)QualificationsKnowledge and Skills Required Understanding of networks CCNA or equivalent knowledge 4 G-5 GAAAAny of the following certifications : CCNA, MCSE, Cloud, and / or Red HatDeep 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 Saa S, Paa S and Iaa S. Good understanding of technology infrastructure, security concepts and platforms Strong understanding of networking (specifically IP related technologies) Good understanding of virtualization & cloud conceptsAble 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 App Logic 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 ExperienceIdeal 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