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