Support Engineer
• Troubleshoots and assists customers on product issues via telephone, WebEx, and email.
• Participates in collaborative interaction between customer and L2 to address product issues and feature requests.
The specialists will review support requests received by phone or a ticket through the web portal and should be able to assess the nature of the issue and reproducibility of the issue. They should also be able to solve basic customer issues and have a general understanding of the product and services offered by Elastica. They should have the ability to gather customer information and analyze symptoms and determine the basic problem(s). The specialist should be able to determine when the case should be moved to Tier 2 and what information is required to elevate the case. The specialist should be familiar with the self-help portal within ZenDesk and what resources are available.· Case comes in through Web, Email, Phone
· Specialist will get assigned and provide first contact within specified SLA for the priority of the ticket.
· Specialist will gather customer information and analyze symptoms
· Specialist will troubleshoot the issue and determine if this is a product defect or not
1. If it is a product bug the Bug filing template needs to be referenced on what information is needed and then a case within ZenDesk should be filed.
2. If it is not a product bug then the Specialist should continue the troubleshooting and also reference the self-help center in ZenDesk. Specialist should also observe the problem via Webex or other remote management tool.
· If the issue is extremely complex and beyond the expertise of the Specialist then a case needs to be filed within ZenDesk and all information gathered and communications needs to be summarized and copied into the case being filed in ZenDesk.
• Authors knowledge base articles and technical summaries.
• Replicates customer issues in a lab environment and submit bugs, feature requests, and documentation enhancements.
• Serves as subject matter expert for technical publications and user-community website.
Professional Competencies
Good understanding of OSI Model, TCP/IP protocol suite (IP, ICMP, TCP, UDP, SNMP, FTP, TFTP).
Good understanding of Linux/Unix and good understanding of debugging tools in UNIX
Understanding of Virtualization technologies is a must
Strong basics of Network security, Proxy, working knowledge of network devices
Knowledge of Java and SQL is a plus, primarily towards application troubleshooting
Scripting language (e.g. Perl, python), hands on with SED/AWK
Required Experience and Skills
5 years of relevant experience from an enterprise support background.
The ideal candidate will be an Engineer, who is a self-starter, with excellent interpersonal, communication, documentation, problem solving and troubleshooting skills.
Previous experience managing a support engineering team
Quality focus, result & goal orientation in a group situation and commitment to customer delight are a must.
Sound fundamentals and in-depth knowledge of Networking Concepts.
Strong analytics for preparing reports for customers from the product.
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