Senior Technical Support Engineer

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 limitsProperly 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 developmentâ
• 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.
• Bachelors 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%)

Required Experience:

Senior IC