Senior Technical Support Engineer

3 days ago

Vellore, Tamil Nadu, India beBeeTechnical Full time ₹ 6,00,000 - ₹ 12,00,000

Job Description

As part of a global customer technical support team, this role provides post-sales assistance to customers and partners worldwide. The position involves diagnosing and troubleshooting software and hardware problems, as well as aiding with product applications and use cases.

Responsibilities include communicating with customers, listening to their problems, and clearly explaining detailed technical information. The ideal candidate will be able to ask targeted questions to quickly understand the root of the problem and diagnose technical issues in an expedient manner.

  • Communicate effectively with customers by listening to and understanding their problems.
  • Diagnose and troubleshoot technical issues efficiently.
  • Escalate unresolved issues to the appropriate next level or internal teams.
  • Provide prompt and accurate feedback to customers.
  • Referring to internal databases or external resources to provide technical solutions.
  • Leading troubleshooting discussions.
  • Deliver workshops to local and global teams on customer presentations to 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 their systems are fully functional after troubleshooting and solution provision.
  • Identify areas for improvement in processes, procedures, or tools.
  • Document technical knowledge through articles and documentation opportunities.
  • Develop and deliver product knowledge sharing sessions to regional teams.
  • Collaborate with sales teams to ensure timely updates on critical issues.

Qualifications and Skills

The ideal candidate will possess:

  • Understanding of networks and protocols.
  • CCNA certification or equivalent knowledge.
  • Experience with Linux/Unix operating systems and ability to troubleshoot and analyze configurations.
  • Deep knowledge of supported product software and hardware.
  • Advanced understanding and experience of virtualization and cloud concepts.
  • Good problem-solving skills and ability to communicate technical information verbally or in writing.
  • Autonomy and self-study to increase technical knowledge.
  • Organization and prioritization abilities.
  • Computer skills in MS Office.

Requirements

Minimum 3+ years of experience in a technical role with customer support experience and KVM expertise. Ideal candidates will have served as developers in prior roles and have deep understanding of modern architectures leveraging latest technologies including NET/C#, Restful APIs, micro-services, and cloud computing.

Bachelor's degree in relevant fields like Computer Science, IT, or Software Engineering. Microsoft, Cisco, Linux, or similar certifications or diplomas from technical institutes are desirable.

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