Senior Technical Support Specialist

2 days ago

Rajkot, Gujarat, India beBeeExpert Full time ₹ 80,00,000 - ₹ 1,20,00,000
Job Overview

We seek a seasoned expert to provide post-sales technical support, configurations, and troubleshooting services to valued clients.

Your Career Path
  • Work on intricate post-sales concerns where situational analysis requires in-depth evaluation of multiple factors.
  • Network with key contacts outside your area of expertise to detail complex technical issues to both non-technical and technical professionals.
Your Impact
  • Deliver technical services around Cloud and Network Security technologies, troubleshooting, and best practices observations to customers.
  • Meet enhanced response SLA's for customers who purchase our premium support offering.
  • Ensure support cases are recorded, tracked, resolved, and follow-ups completed in a timely manner.

Responsibilities:

  • Utilize fault isolation and root cause analysis skills to diagnose and tackle complex technical issues.
  • Work to reproduce customer issues and qualify critical issues.
  • Collaborate with ETAC and Engineering to resolve customer issues.
  • Conduct multi-vendor troubleshooting.
  • Publish Technical Support Bulletins and user documentation in the Knowledge Base.
  • Foster a positive customer experience by working closely with Development, Sales, Quality Assurance, and Marketing.
Qualifications
  • 5+ years relevant experience
  • Required experience with TCP/IP
  • Ability to independently debug broad, complex networks with mixed media and protocols
  • In-depth experience in routing and switching (OSPF, BGP, VLAN)
  • Experience with security (IPSEC, SSL-VPN, NAT, GRE)
  • Prior experience in similar vendor Technical Support Centers

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