Senior Technical Support Specialist

20 hours ago

Thiruvananthapuram, Kerala, India beBeeNetworkEngineering Full time ₹ 10,00,000 - ₹ 15,00,000
Technical Support Specialist - Network Engineering

We are seeking a highly motivated Technical Support Specialist to join our team as a Network Engineer. This role involves becoming a product expert to provide comprehensive support to our global user base.

You will play a key role in advancing our user-oriented approach to technical support by resolving requests and using insights to improve the user experience. This includes regularly interacting with development teams and stakeholders, responsibilities often reserved for senior-level engineers.

Key Responsibilities:

  • Become a product expert in designated fields such as Wireless Technologies, Routing & Switching, Security & VPNs, Security Cameras, VoIP Phones, and Door Access Systems.
  • Be the first point of contact for users, meeting each with a personalized action plan that resolves their issue and provides a larger context of its origin and impact.
  • Obtain necessary background information and properly qualify the nature of each support interaction.
  • Prioritize requests based on severity and brand liability.
  • Respond to users efficiently and insightfully to reinforce our mission to provide the best support possible.
  • Perform hands-on testing with provided equipment to identify potential UX dead-ends.
  • Stay up-to-date on the latest products and features.

Required Skills and Qualifications:

  • Written and verbal English fluency
  • Familiarity with our products preferred, though not required.
  • Knowledge of IP addresses, DHCP, Virtual Networks (VLANs), Domain Name Conversion (DNS), Power-over-Ethernet (PoE), Wireless communication, devices, and WiFi standards, VPNs, and good judgment and prioritization skills.
  • Flexibility to work nights and/or weekends.
  • Comfort working in a dynamic, fast-paced environment.
  • The ability to simplify technical concepts for non-technical users.

Education:

A Bachelor's Degree (or higher) in Engineering, Computer Science, Networking, or a related field, or equivalent technical experience.

Benefits:

This is an excellent opportunity to develop your skills and knowledge in network engineering and technical support. You will have the chance to work with a talented team and make a real difference in the lives of our users.

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