Customer Support Specialist

Are you a problem solver with exceptional communication skills? Do you have experience in customer support and a passion for troubleshooting complex technical issues?

This role is an exciting opportunity to join a team of dedicated professionals who are passionate about delivering exceptional customer experiences. As a Technical Support Specialist, you will be responsible for providing post-sales support to customers and partners globally.

Key Responsibilities:

• Communicate effectively with customers to understand their problems and provide clear explanations of technical information
• Diagnose and troubleshoot technical issues in a timely manner
• Track issues through to resolution within agreed time limits
• Escalate unresolved issues to the appropriate next level or internal teams
• Provide prompt and accurate feedback to customers
• Referring to internal database or external resources to provide technical solutions
• Leading troubleshooting and brainstorming discussions
• Delivering workshops to both local and global teams - customer presentations to senior technical personnel and management
• Ensuring all issues are properly logged – following case management process
• Prioritizing and managing several open issues at one time
• Following up with customers to ensure their systems are fully functional after troubleshooting and a solution has been provided

Required Skills and Qualifications:

• 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

Benefits:

• Opportunity to work with a global team
• Professional growth and development
• Competitive compensation and benefits package

Work Experience, Education and Certifications:

• 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.
• 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