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