Senior Technical Support Specialist

2 weeks ago

Morādābād, Uttar Pradesh, India beBeeTechnical Full time ₹ 1,80,00,000 - ₹ 2,10,00,000
Job Description:

You will work firsthand with our valued customers to address their complex post-sales concerns. You're a critical thinker in understanding the methods, techniques, and evaluation criteria for obtaining results.

The role involves participating in technical discussions with multi-functional teams, creating an environment of transparency that ultimately leads to better products, working environments, and cybersecurity. Your quick thinking and support to our clients provides the fast assistance they need to keep their environments secure – which means you'll need to move quickly, thoughtfully, and provide technical assistance as needed.

Your Responsibilities:
  • Provide Technical Support to customers and partners
  • T3-technical support role who will be handling escalations from the front line and Tier 2 technical support teams
  • Provide configurations, troubleshooting, and best practices to customers
  • Manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are completed in a timely manner
  • Provide fault isolation and root cause analysis for technical issues
  • Publish Technical Support Bulletins and other technical documentation in the Knowledge Base
  • Review of technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.
  • Working with engineering on filling bugs and working with product teams on feature requests
  • Working on Hot / Risk technical escalations from the region or other theaters
  • Lead case swarming and training sessions for frontline teams


Requirements:

Your Skills and Qualifications:
  • More than 5 years of customer-facing technical support experience
  • Expertise with Remote Access VPN solutions, IPSEC, PKI & SSL, TCP/IP, Authentication Protocols (LDAP, RADIUS etc.)
  • Experience working with Firewall Central Management Systems
  • Experience working with multi-factor authentication security system (tokens, certificates, CAC cards, and similar)
  • Working knowledge of Security services (IDS/IPS, Firewalls etc.)
  • Strong ability to independently debug broad, complex, and unique networks with mixed media and protocols required
  • Excellent English written and verbal communication skills are required
  • Experience with Windows , Linux and MAC OS is a plus (Debugging, Editing Registries, Plist etc.)
  • Experience with Cisco, Checkpoint, Juniper (Netscreen), and Fortinet products is a plus


Benefits:

We take pride in providing a supportive and collaborative work environment. As part of our team, you will have access to ongoing learning opportunities, flexible scheduling, and opportunities for growth and development. We also offer a comprehensive benefits package including medical, dental, vision, 401(k) matching, and paid time off. Our team members also enjoy flexible work arrangements, including telecommuting options and flexible hours.

Others:

Our team is committed to fostering a culture of diversity, equity, and inclusion. We strive to create a workplace where everyone feels valued, respected, and empowered to succeed. If you are passionate about delivering exceptional customer service, have a strong passion for technology, and want to make a meaningful contribution to our organization, we encourage you to apply.

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