Senior Technical Support Specialist

2 weeks ago

Bengaluru, Karnataka, India Cloud Software Group Full time

Job Summary

We are seeking a highly skilled Senior Technical Support Specialist to join our team at Cloud Software Group. As a key member of our technical support team, you will be responsible for providing advanced technical assistance to customers, resolving complex technical issues, and collaborating with our engineering team to improve product stability.

Key Responsibilities

  • Provide advanced technical assistance to customers via phone, email, and remote access.
  • Perform sophisticated problem analysis and isolate problems of moderate to high complexity.
  • Collaborate with our engineering team to resolve product issues and understand product goals.
  • Share product feedback with the engineering team and improve product stability.
  • Achieve and adhere to established Service Level Agreements and Key Performance Indicators.
  • Validate and qualify sophisticated customer issues and business impact.
  • Document cases, recommendations, and resolutions clearly in our CRM system.
  • Ensure work performed meets quality standards within acceptable time schedules and customer commitments.

Requirements

  • University degree or equivalent experience and a minimum of 5-7 years of prior relevant experience.
  • 5+ years supporting IT professionals.
  • Deep knowledge and understanding of Linux/Unix systems like RedHat, Centos.
  • Good understanding of storage technologies like Logical Volume Manager, NFS, CIFS, Open iSCSI.
  • Good understanding of virtualization technologies like XenServer/VMWARE/KVM/HyperV/VirtualBox.
  • Apply advanced troubleshooting and isolating techniques with Linux OS boot up issues, High CPU, memory utilization, application crash.
  • Understanding of networking concepts like IP addressing and subneting, NAT concept, VLANs, Routing and Switching fundamentals, TCP/IP and OSI models, LAN/WAN technologies.
  • Basic knowledge of Windows Operating System.

About Us

Cloud Software Group is a leading cloud solution provider, serving over a million users around the globe. We value diverse lived experiences, passion for technology, and the courage to take risks. Our team is empowered to learn, dream, and build the future of work. We are committed to Equal Employment Opportunity and compliance with all federal, state, and local laws that prohibit employment discrimination.

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