Technology Expert

We are seeking an experienced Technical Support Specialist to join our team. As a key member of our Global Customer Technical Support team, you will provide post-sales support to Customers and Partners globally.

Key responsibilities include:

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• Communicate with customers by listening to and understanding their problem, then clearly explaining detailed technical information;">
• Ask customers targeted questions to quickly understand the root of the problem;">
• Diagnose & troubleshoot technical issues in an expedient manner;">
• Track issues through to resolution, within agreed time limits;">
• Escalate 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 (reproduce the issue when required).">
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  • Knowledge and Skills:">">
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    • Required:">
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      • Understanding of networks;">
      • CCNA or equivalent knowledge;">
      • 4G-5G;">
      • AAA;">
      • Any of the following certifications: CCNA, MCSE, Cloud, and/or RedHat;">
      • Deep knowledge of supported Linux/Unix operating systems. Able to troubleshoot, analyze and configure the OS and its features and roles;">
      • Deep knowledge of product software and hardware. Can use scripts/tools to aid in troubleshooting. Knowledge of identified bugs in running firmware version;">
      • 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. Knowledge of models like SaaS, PaaS and IaaS;">
      • Good understanding of technology infrastructure, security concepts and platforms;">
      • Strong understanding of networking (specifically IP related technologies);">
      • Good understanding of virtualization & 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;">
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        • Desired:">
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          • Subject Matter Expertise in 1-3 areas relative to AppLogic Networks product;">
          • Great collaborator;">
          • Good CSAT and customer feedback;">
          • 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;">
          • Minimum of 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.;">
          • Education may be substituted for proven work experience for 5+ years as a Technical Support Engineer in a similar field.">
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