Job Description

Job

Ability to communicate with customers - listen to and understand the problem, clearly explain detailed technical information Ask customers targeted questions to quickly understand the root of the problem Diagnosing and troubleshooting technical issues in an expedient manner based on technical level Track issues through to resolution, within agreed time limits Properly escalate unresolved issues to the appropriate next level / internal teams Provide prompt and accurate feedback to customers / partners Refer to internal database or external resources to provide accurate technical solutions Lead troubleshooting & brainstorming discussions Influencing/mentoring Technical Support Engineers assisting with their development Ensure all issues are properly logged - follow case management process expectations Prioritize and manage several open issues at one time Follow up with customers to ensure their systems are fully functional after troubleshooting, and a work-around or solution has been provided Help to identify areas of improvement whether in processes, procedures or tools Document technical knowledge in the form of knowledge base articles and/or submit documentation opportunities Creating and delivering product knowledge sharing sessions to the global team Communicate with Sales Team to ensure timely updates for any critical issue or inform on any opportunities at a customer Work closely with the Engineering team to assist with documentation Perform activities (reproduce the issue when required)

What You Bring In

(Outlines all knowledge/skills required to be successful in the role in order of greatest to least importance. Any extra items should be listed under 'Desired'.)


Required (This section will be posted externally when job postings are created.) 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 Excellent communication ability with customers /partners presenting technical information both verbally and in written format Focus to detail and can follow defined processes/procedures Technical acumen and able to identify when an escalation is 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

Qualification

(List all prior work experience required to be successful in the role in order of greatest to least importance; include educational experience and any preferred certifications) Minimum of 5-year experience in a technical role aligned to the same field 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

What You Can Expect From Us

Fast-paced office environment May include working after hours, weekends and holidays Part of an on-call rotational schedule Occasional overtime may be required * Travel Required (<5%)