
Master Technical Problem Solver
6 days ago
Overview of the Role:
You will work closely with valued customers to address their complex post-sales issues. This involves interacting with key contacts beyond your area of expertise and explaining intricate technical problems to both non-technical and technical professionals.
As a Technical Support Specialist, you will participate in collaborative discussions with multi-functional teams, fostering an environment of transparency that ultimately leads to better products and improved working environments.
- Respond to customer-submitted issues in accordance with established Service Level Agreements
- Triage customer-reported issues and respond via ticketing system, phone or remote sessions
- Conduct advanced troubleshooting at the application and OS levels
- Determine the source of the issue (code, environment, or configuration) and collaborate with the relevant team(s) to implement the fix
- 5 to 10 years of relevant experience with strong communication and customer service skills
- Required expertise with Windows OS, Linux OS, and mac OS-based applications (installation, troubleshooting, debugging)
- Experience with endpoint security technologies (XDR, SOAR, SIEM, etc.)
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