Technical Support Specialist

6 days ago

Bengaluru, Karnataka, India beBeeFirewall Full time ₹ 2,00,00,000 - ₹ 2,50,00,000
Senior Technical Support Engineer Role

We are seeking a highly skilled and experienced Senior Technical Support Engineer to join our team.

  • This is an exceptional opportunity for a technical professional who is passionate about delivering outstanding support to customers and partners.

The successful candidate will have a strong background in technical support, with expertise in Remote Access VPN solutions, IPSEC, PKI & SSL, TCP/IP, Authentication Protocols (LDAP, RADIUS etc.), and Firewall Central Management Systems.

In this role, you will be responsible for providing technical support to customers and partners, handling escalations from the front line and Tier 2 technical support teams, configuring, troubleshooting, and providing best practices to customers, managing support cases, and preparing detailed RCA documents for official submissions to customers.

Additionally, you will publish Technical Support Bulletins and other technical documentation in the Knowledge Base, review technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc., work with engineering on filling bugs and working with product teams on feature requests, and lead case swarming and training sessions for frontline teams.

To succeed in this role, you must have more than 5 years of customer-facing technical support experience and possess excellent communication, problem-solving, and analytical skills.

The ideal candidate will be able to work effectively in a fast-paced environment, prioritize tasks, and manage multiple projects simultaneously.

A competitive compensation package and opportunities for growth and development make this a great career move for motivated and ambitious technical professionals.

Key Responsibilities:

  • Provide technical support to customers and partners
  • Handle escalations from the front line and Tier 2 technical support teams
  • Configure, troubleshoot, and provide best practices to customers
  • Manage support cases
  • Prepare detailed RCA documents for official submissions to customers
  • Publish Technical Support Bulletins and other technical documentation in the Knowledge Base
  • Review technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.
  • Work with engineering on filling bugs and working with product teams on feature requests
  • Lead case swarming and training sessions for frontline teams

Requirements:

  • More than 5 years of customer-facing technical support experience
  • Expertise in Remote Access VPN solutions, IPSEC, PKI & SSL, TCP/IP, Authentication Protocols (LDAP, RADIUS etc.), and Firewall Central Management Systems
  • Excellent communication, problem-solving, and analytical skills
  • Ability to work effectively in a fast-paced environment, prioritize tasks, and manage multiple projects simultaneously

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