Tech Support Specialist

Job Title: Technical Support Specialist

This is an exciting opportunity to join our team as a skilled Technical Support Specialist. As part of our Global Customer Technical Support team, you will be providing post-sales support to Customers and Partners globally.

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• You will diagnose and troubleshoot software and hardware problems in an expedient manner.">
• You will aid with product applications and/or use cases.">
• You will communicate with customers/partners by listening to and understanding their reported problem and clearly explaining technical information.">
• You will track issues through to resolution, within agreed time limits.">
• You will escalate unresolved issues to the appropriate next level / internal teams.">
• You will provide prompt and accurate feedback to customers.">
• You will refer to internal database or external resources to provide technical solutions.">
• You will lead troubleshooting & brainstorming discussions.">
• You will deliver workshops to both local and global teams - customer presentations to senior technical personnel and management.">
• You will ensure all issues are properly logged – following case management process.">
• You will prioritize and manage several open issues at one time.">
• You will follow up with customers to ensure their systems are fully functional after troubleshooting, and a solution has been provided.">
• You will identify areas of improvement whether in processes, procedures, or tools.">
• You will document technical knowledge in the form of knowledge base articles and/or submitting documentation opportunities.">
• You will create and deliver product knowledge sharing sessions to the respective regional team.">
• You will communicate with Sales Team to ensure timely updates for any critical issue.">
• You will work with the Engineering team to assist with documentation.">

To succeed in this role, you must possess:

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• 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">
• Subject Matter Expertise in 1-3 areas relative to AppLogic Networks product">
• Great collaborator">
• Good CSAT and customer feedback">
• 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">

We offer a range of benefits to support your career growth and well-being, including:

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• Opportunities for professional development and training">
• A supportive and collaborative team environment">
• A competitive salary and benefits package">
• A comprehensive onboarding program">
• Ongoing coaching and mentoring">
• Access to cutting-edge technology and tools">
• A flexible working arrangement">
• A performance-based bonus structure">

Please note that this role requires:

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• a minimum of 3+ years of experience in a technical role">
• a strong understanding of networks, Linux/Unix operating systems, and product software and hardware">
• excellent communication and problem-solving skills">
• ability to work in a fast-paced environment and adapt to changing priorities">
• autonomy and ability to work independently">
• organization and prioritization abilities">
• good computer skills in MS Office">
• subject matter expertise in 1-3 areas relative to AppLogic Networks product">
• great collaborator">
• good CSAT and customer feedback">
• 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">

Please submit your application with your resume and cover letter.