Technical Operations Specialist

Job Overview

The Technical Support Specialist will be part of a global customer technical support team, providing post-sales support to customers and partners worldwide. The role involves diagnosing and troubleshooting software and hardware problems, as well as aiding with product applications and use cases.

Key Responsibilities

• Communicate with customers to understand their problems and provide clear explanations of technical information.
• Ask targeted questions to quickly identify the root of the problem.
• Diagnose and troubleshoot technical issues in an efficient 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.
• Refer to internal databases or external resources to provide technical solutions.
• Lead troubleshooting and brainstorming discussions.
• Deliver workshops to local and global teams on customer presentations, 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 systems are fully functional after troubleshooting.
• Identify areas of improvement in processes, procedures, or tools.
• Document technical knowledge in knowledge base articles and submit documentation opportunities.
• Create and deliver product knowledge sharing sessions to regional teams.
• Communicate with Sales Teams for timely updates on critical issues.
• Work with Engineering teams to assist with documentation.

Qualifications

Knowledge and Skills

• Required
  • 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.
  • Deep knowledge of product software and hardware.
  • Advanced understanding and experience of networks, firewalls, protocols.
  • Knowledge in tracing and troubleshooting high-level protocols and traffic.
  • Extensive understanding and experience of virtualization and cloud concepts, properties, and technology.
  • 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/or operate network equipment such as Cisco, Juniper, or other network hardware manufacturers.
  • Scripting and some programming.
  • Ability to configure and troubleshoot problems using logical thought processes.
  • Good problem-solving investigative and multi-tasking skills.
  • Ability to communicate with customers presenting technical information.
  • Focus to detail and ability to follow defined processes/procedures.
  • Technical acumen and ability 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.
• Desired
  • Subject Matter Expertise in 1-3 areas relative to AppLogic Networks product.
  • Great collaborator.
  • Good CSAT and customer feedback.

Work Experience, Education, and Certifications

• Minimum of 3+ years of 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, like Computer Science, IT, or Software Engineering.
• Microsoft, Cisco, Linux, or similar certification or a diploma from a technical institute.