Highly Skilled Technical Support Specialist

We are seeking a highly skilled and experienced technical support specialist to join our team.

• This role is responsible for providing post-sales support to customers and partners globally, troubleshooting software and hardware problems, and aiding with product applications and use cases.
• The successful candidate will have excellent communication skills, be able to clearly explain technical information to customers, and possess strong problem-solving skills.

Key Responsibilities:

1. Communicate with customers by listening to and understanding their problem, then clearly explaining detailed technical information.
2. Ask targeted questions to quickly understand the root of the problem.
3. Diagnose and troubleshoot technical issues in an expedient manner.
4. Track issues through to resolution, within agreed time limits.
5. Escalate unresolved issues to the appropriate next level or internal teams.
6. Provide prompt and accurate feedback to customers.
7. Refer to internal databases or external resources to provide technical solutions.
8. Lead troubleshooting and brainstorming discussions.
9. Deliver workshops to local and global teams on customer presentations to senior technical personnel and management.
10. Ensure all issues are properly logged, following case management process.
11. Prioritize and manage several open issues at one time.
12. Follow up with customers to ensure their systems are fully functional after troubleshooting and solution has been provided.
13. Identify areas of improvement in processes, procedures, or tools.
14. Document technical knowledge in the form of knowledge base articles or submitting documentation opportunities.
15. Create and deliver product knowledge sharing sessions to respective regional teams.
16. Communicate with sales teams to ensure timely updates for critical issues.
17. Work with engineering teams to assist with documentation.
18. Perform activities such as reproducing issues when required.

Required Skills and Qualifications:

• Understanding of networks.
• CCNA or equivalent knowledge.
• Deep knowledge of supported Linux/Unix operating systems, including ability to troubleshoot, analyze, and configure the OS and its features and roles.
• Deep knowledge of product software and hardware, including ability to use scripts/tools to aid in troubleshooting.
• Advanced understanding and experience of networks, firewalls, protocols.
• Knowledge in tracing and troubleshooting high-level protocols and traffic.
• Extensive understanding and experience of virtualization and cloud concepts, properties, and technology, as well as detailed skills in major industry standard technology specifics.
• Good understanding of technology infrastructure, security concepts, and platforms.
• Strong understanding of networking (specifically IP related technologies).
• Good understanding of virtualization and 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.

Benefits:

• Competitive salary.
• Beneficial health insurance plans.
• 401(k) plan with company match.
• Tuition reimbursement program.
• Professional development opportunities.
• Flexible work schedule.
• Generous paid time off policy.