Customer Support Engineer

1 day ago

Delhi, Delhi, India beBeeNetwork Full time ₹ 5,00,000 - ₹ 10,00,000
Technical Support Specialist

We are looking for a skilled Technical Support Specialist to join our team.

Job Description

This role involves providing post-sales support to customers and partners globally. As a Technical Support Specialist, you will be responsible for diagnosing and troubleshooting software and hardware problems, aiding with product applications and use cases, and communicating with customers through phone and email.

Responsibilities:
  • Communicate effectively with customers by listening to their problems and explaining technical information clearly
  • Ask targeted questions to quickly understand the root of the problem
  • Diagnose and troubleshoot technical issues in an expedient manner
  • Track issues through to resolution within agreed time limits
  • Escalate unresolved issues to internal teams as necessary
  • Provide prompt and accurate feedback to customers
  • Refer to internal databases or external resources for technical solutions
  • Lead troubleshooting and brainstorming discussions
  • Deliver workshops to local and global teams on customer presentations, senior technical personnel, and management
  • Ensure all issues are properly logged and follow case management processes
  • Prioritize and manage multiple open issues simultaneously
  • Follow up with customers to ensure systems are fully functional after troubleshooting
  • Identify areas for improvement in processes, procedures, or tools
  • Document technical knowledge in knowledge base articles or submit documentation opportunities
  • Create and deliver product knowledge sharing sessions to regional teams
  • Communicate with Sales Teams for timely updates on critical issues
  • Work with Engineering teams to assist with documentation

Qualifications:

Required Skills and Qualifications
  • Understanding of networks
  • CCNA or equivalent knowledge
  • 4G-5G
  • AAA
  • Certifications: CCNA, MCSE, Cloud, and/or RedHat
  • Deep knowledge of supported Linux/Unix operating systems
  • Deep knowledge of product software and hardware
  • 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
  • Strong understanding of networking (specifically IP related technologies)
  • Good understanding of virtualization & cloud concepts
  • Able to install, configure, and operate network equipment
  • Scripting and programming skills
  • Ability to communicate technical information verbally or written
  • Focus to detail and ability to follow defined processes/procedures
  • Technical acumen and ability to identify escalations
  • Autonomy to increase technical knowledge through self-studies
  • Organization and prioritization abilities

Work Experience, Education, and Certifications:

  • Minimum 3+ years experience in a technical role with customer support experience
  • Ideal candidate has served as a developer in prior roles and has a deep understanding of modern architectures
  • 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

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