Technical Support Specialist

OverviewAs part of a Global Customer Technical Support team, this team provides post-sales support to Customers and Partners globally. Supporting the customer / partner is done through diagnosis and troubleshooting software and hardware problems and aiding with the product applications and/or use cases. Communicate with customers /partners by listening to and understanding the reported problem, and able to clearly explain basic technical information to the customers over the phone and via email. Part of a weekend on-call rotational schedule once deemed capable.Responsibilities- Communicating with customers by listening to and understanding their problem, then clearly explaining detailed technical information- Asking customers targeted questions to quickly understand the root of the problem- Diagnosing & troubleshooting technical issues in an expedient manner- Tracking issues through to resolution, within agreed time limits- Escalating unresolved issues to the appropriate next level / internal teams- Providing prompt and accurate feedback to customers- Referring to internal database or external resources to provide technical solutions- Leading troubleshooting & 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- Identifying areas of improvement whether in processes, procedures, or tools- Documenting technical knowledge in the form of knowledge base articles and/or submitting documentation opportunities- Creating and delivering product knowledge sharing sessions to the respective regional team- Communicating with Sales Team to ensure timely updates for any critical issue- Working with the Engineering team to assist with documentation- Performing activities (reproducing the issue when required)QualificationsKnowledge 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. 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- Desired--- Subject Matter Expertise in 1-3 areas relative to AppLogic Networks product- Great collaborator- Good CSAT and customer feedbackWork 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