Essential Duties and Responsibilities
Interface with international customers.
Provide remote technical support on our product and resolve product related issues through research and troubleshooting.
Debugging system level problems in a multi-vendor, multi-protocol network environment with high-level technical expertise on complex issues.
Manage critical customer issues and facilitate communication between customers and product engineering
Act as a mentor for Tier 1 support engineers
Evaluate the scope for timely escalation and ensure that customer problems are addressed as per the priority. Escalates issues to next level, and also assist peer support engineers
Document all technical issues, analysis and communication with the customer
Contribute to the company knowledgebase by writing solution articles/white papers etc.
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.
Job Details
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