Technical Solutions Expert

**Job Description:**

We are seeking a highly skilled technical professional to join our global customer support team. As a key member of this team, you will provide critical post-sales support to customers and partners worldwide.

The ideal candidate will have strong analytical skills, be able to troubleshoot complex technical issues, and possess excellent communication skills to effectively convey technical information to customers.

You will work closely with internal teams to resolve issues and provide solutions to customers in a timely manner.

This is an exciting opportunity for a technical expert to make a significant impact on our customers' experience and contribute to the growth of our organization.

• Diagnose and troubleshoot technical issues in a rapid and efficient manner.

• Communicate effectively with customers to understand their problems and provide detailed technical information.

• Work collaboratively with internal teams to resolve issues and provide solutions to customers.

• Track issues through to resolution within agreed time limits.

• Escala unresolved issues to the appropriate next level or internal teams.

• Provide prompt and accurate feedback to customers.

• Refer to internal databases or external resources to provide technical solutions.

• Lead troubleshooting and brainstorming discussions.

• Deliver workshops to local and global teams, including customer presentations to senior technical personnel and management.

• Ensure all issues are properly logged following case management processes.

• Prioritize and manage several open issues simultaneously.

• Follow up with customers to ensure their systems are fully functional after troubleshooting and a solution has been provided.

• Identify areas for improvement in processes, procedures, or tools.

• Document technical knowledge in knowledge base articles or submit documentation opportunities.

• Create and deliver product knowledge sharing sessions to regional teams.

• Communicate with sales teams to ensure timely updates on critical issues.

• Work with engineering teams to assist with documentation.

• Perform activities such as reproducing issues when required.

• Understanding of networks.

• CCNA or equivalent knowledge.

• 4G-5G experience.

• AAA expertise.

• Certifications: CCNA, MCSE, Cloud, and/or Red Hat.

• Deep knowledge of supported Linux/Unix operating systems.

• Deep knowledge of product software and hardware.

• Advanced understanding and experience of networks, firewalls, protocols.

• Knowledge of tracing and troubleshooting high-level protocols and traffic.

• Extensive understanding and experience of virtualization and cloud concepts.

• Good understanding of technology infrastructure, security concepts, and platforms.

• Strong understanding of networking (specifically IP-related technologies).

• Good understanding of virtualization and cloud concepts.

• Able to install, configure, and operate network equipment.

• Scripting and some programming expertise.

• Ability to configure and troubleshoot problems using logical thought processes.

• Good problem-solving skills and multi-tasking abilities.

• Ability to communicate technical information to customers verbally or in writing.

• Focus to detail and ability to follow defined processes and procedures.

• Technical acumen and ability to identify when escalations are required.

• Autonomy to increase technical knowledge through self-studies.

• Organization and prioritization abilities.

• Good computer skills in MS Office.

• Minimum 3+ years experience in a technical role aligned to the same field with customer support 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.

• Bachelor's degree in a relevant field, such as 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.

Note: We offer competitive compensation and benefits packages to our employees.

Location: This role can be based remotely.

How to Apply: Please submit your resume and cover letter to [contact email].