Technical Support Engineer

Job Description

• Provide troubleshooting and technical support via phone, web-based tools and email
• Answer questions from customers, prospective customers and field personnel about the features and capabilities.
• Developing customer-facing documentation for our website on an as-needed basis
• Conducting root cause analysis that will lead to effective problem solving
• Work closely with other groups including R&D and manufacturing to implement enhancements that improve product reliability and serviceability
• Take ownership of customer issues reported and see problems through to resolution
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
• Provide prompt and accurate feedback to customers
• Prepare accurate and timely reports

Job Requirements

• Bachelor’s or Master’s degree in Computer Engineering, Electrical Engineering, Computer Science (and/or related area), or, an equivalent combination of technical education and experience; specifically, familiar with computer network technologies and associated technologies for managing them.
• 4 – 8 years’ experience in IT and the computing industry at large. Experience in analysing and troubleshooting complex technical problems is a must have.
• Strong cyber security skills.
• Strong system administration knowledge of Linux Operating Systems.
• Strong familiarity with mobile network protocols.
• Experience in containerization and orchestration using industry standard tools.
• Familiarity with Microsoft Windows system administration
• Familiarity with scripting languages such as Python, Perl, Bash, PowerShell, JSON, WMI, SQL and knowledge of web technologies desirable.
• Familiarity with database technologies such as MySQL and Redis.
• Familiarity with Cloud Computing technologies VMware vSphere, ESXI, Hypervisor, Amazon AMI, SaaS, IaaS
• Proven ability to function in a self-directed environment