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 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