Customer Technical Support Engineer

About AppLogic Networks

AppLogic Networks the App QoE company helps network service providers deliver highest quality experience to consumers and enterprises. The companydevelops best-in-class solutions that analyze optimize and monetize OTTapplication traffic going through the networks. With contextual machinelearning-based insights and real-time actions AppLogic Networks has become a global leader in Application Quality of Experience (QoE).As part of this innovative and exciting company you will drive innovation inapp-driven cloud and hybrid solutions designed to accelerate time-to-valueacross network planning engineering and operations. Join the team andcontribute to what makes AppLogic Networks unique in the market: superior App QoE!

The Role

As 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 explain basic technical information to the customers over the phone via email or other communication platforms. 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 products processes procedures or tools
• Documenting technical knowledge in the form of knowledge base articles troubleshooting playbook entries 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)

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. 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)
• Able to install configure and/or operate network equipment such as Cisco Juniper or other network hardware manufacturers
• Scripting and some programming using Linux or Bash or Shell or Python
• Ability to configure and troubleshoot problems - logical thought process and good problem solving investigative and multi-tasking skills
• Excellent communication ability with customers /partners presenting technical information both verbally and in written format
• Focus on 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

Desired

• Subject Matter Expertise in 1-3 areas relative to AppLogic Networks product
• Great collaborator
• Good CSAT and customer feedback
• Ideal candidate wouldhave 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.

Work Experience Education and Certifications

• Minimum of 3 year experience in a technical rolealigned to the same field with customer support experience
• Bachelors degreein a relevant field like Computer Science IT or Software Engineering. Microsoft Cisco Linux or similar certificationoradiploma from a technical institute
• Education and certification may be substituted for proven work experience for 3 years as a Technical Support Engineer in a similar field

What you can expect from us

• Flexible working hours hybrid work environment (occasionally may be required to take afterhours call)
• Career development and advancement opportunities
• Fast-paced office environment
• At AppLogic Networks we understand the importance of work-life balance and strives to create a supportive environment that allows employees to excel in their careers without sacrificing their personal lives.
• AppLogic Networks believes that a positive and fun work environment enhances productivity and job satisfaction. The company organizes team building activities social events and other initiatives to promote a sense of camaraderie among employees.
• AppLogic Networks offers competitive salaries and a comprehensive benefits package including health insurance and other perks to ensure the well-being and financial security of its employees.