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