Global Technical Support Professional

We are seeking a highly skilled Technical Support Specialist to join our team. As part of a Global Customer Technical Support team, this role provides post-sales support to Customers and Partners globally. The successful candidate will be responsible for diagnosing and troubleshooting software and hardware problems, and aiding with product applications and/or use cases.

• Communicate with customers by listening to and understanding their problem, then clearly explaining detailed technical information.
• Ask targeted questions to quickly understand the root of the problem.
• Diagnostics & troubleshoot technical issues in an expedient manner.
• Track issues through to resolution, within agreed time limits.
• Elevate unresolved issues to the appropriate next level / internal teams.
• Provide prompt and accurate feedback to customers.
• Refer to internal database or external resources to provide technical solutions.
• Lead troubleshooting & brainstorming discussions.
• Deliver workshops to both local and global teams - customer presentations to senior technical personnel and management.
• Ensure all issues are properly logged – following case management process.
• Prioritize and manage several open issues at one time.
• Follow up with customers to ensure their systems are fully functional after troubleshooting, and a solution has been provided.
• Identify areas of improvement whether in processes, procedures, or tools.
• Document technical knowledge in the form of knowledge base articles and/or submitting documentation opportunities.
• Create and deliver product knowledge sharing sessions to the respective regional team.
• Communicate with Sales Team to ensure timely updates for any critical issue.
• Work with the Engineering team to assist with documentation.
• Perform activities (reproducing the issue when required).

We are looking for candidates with:

• A deep understanding of networks, including CCNA or equivalent knowledge.
• 4G-5G experience.
• AAA knowledge.
• Any of the following certifications: CCNA, MCSE, Cloud, and/or RedHat.
• Deep knowledge of supported Linux/Unix operating systems, including troubleshooting, analysis, and configuration.
• Deep knowledge of product software and hardware, including using 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 & 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 & cloud concepts.
• Ability 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.

The ideal candidate will have:

• Minimum 3+ year experience in a technical role aligned to the same field with customer support experience KVM Experience.
• Ideal candidate would have served as a developer in prior roles and have a deep understanding of modern, highly scalable architectures leveraging the latest technologies including NET/C#, Restful APIs, micro-services, cloud computing etc.
• 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.
• Education may be substituted for proven work experience for 5+ years as a Technical Support Engineer in a similar field.