Senior Technical Support Specialist

2 days ago

Hyderabad Secunderabad Telangana, India beBeeSupport Full time ₹ 20,00,000 - ₹ 25,00,000
Job Role Overview

We are seeking an accomplished Technical Support Specialist to join our global team, providing expert assistance to customers on the One Identity Privileged Log Management Suite of products.

Key Responsibilities
  • Deliver high-quality technical support, utilizing strong problem-solving skills and excellent communication abilities to ensure customer satisfaction.
  • Collaborate with cross-functional teams, including Country and Product Managers, to guarantee product quality and stability.
  • Effectively manage and resolve complex issues on various Linux platforms, demonstrating a proactive approach to acquiring new knowledge and skills.
Qualifications and Skills
  • Hold a degree in a relevant field or equivalent experience in system engineering support.
  • Possess advanced English language skills, both spoken and written.
  • Have relevant experience in Linux UNIX systems, using command-line interfaces, and basic programming skills to read and interpret source code.
  • Demonstrate knowledge of popular scripting languages, such as Perl, Python, Bash, Awk, and Sed.
  • Be familiar with key protocols, including Ansible, Kerberos, sudo, DNS, TCP/IP, syslog, and Active Directory.
  • Exhibit self-motivation, proactivity, and a willingness to acquire new knowledge and skills.
Technical Writing and Communication Skills
  • Ability to define problems, collect data, establish facts, and draw valid conclusions.
  • Excellent interpersonal and communication skills, including verbal, written, negotiation, and platform communications.
  • Strong people orientation, with the ability to listen, work, and resolve issues to achieve customer satisfaction.
  • Quickly learn the general concepts of technology used in and associated with One Identity products.
  • Manage Service Requests and ongoing Escalations.
  • Collaborate with Global Support Team members.
  • Invest in Knowledge Centered Methodology (KCS) and contribute to the Support Portal.
  • Participate in activities related to product improvement and demand reduction.
  • Provide high-quality service delivery experiences to internal and external stakeholders.
Preferences
  • Experience in network communication debugging and routing.
  • Knowledge of firewall technologies.
  • Familiarity with debugging tools and techniques, such as WebEx and GoToMeeting.
  • Remote Desktop Services (RDS) expertise.
  • Educated to degree level.
  • Ability to work flexible hours.
  • Additional European language skills.

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