Technical Support Engineer 3

Responsibility

• Provide remote support to our Global customers through Phone/E-mail and Chat Channel
• Responding to customer queries in a timely manner, Regular follow-ups with customers with recommendations, updates, and action plans
• Replicate customer issues and engage product team in a timely manner for quick resolution
• Leverage internal technical expertise, including peers, mentors, knowledge base and other internal tools, to provide effective solutions
• Contribute by creating new knowledge base articles for internal and external consumption
• Participate in technical communications and Trainings within the peers to share best practices
• Take ownership of Technical Escalation and work towards troubleshooting the issue.

Technical Requirements

• 4+ years of experience as Technical Support Engineer
• Candidates should have RHCE / CCNA certifications
• Clear understanding of OSI and TCP/IP model
• Familiarity and technical understanding of core Internet technology (DNS, HTTP, TCP/IP, routing, firewalls, etc.)
• Experience in Linux and Windows AD.
• Experience in Mail Infrastructure, Postfix and SQL.
• Understanding of Data Privacy regulations
• Experience with Troubleshooting tools and capture analysis (Fiddler, Wireshark…)
• Familiarity and Technical understanding on Microsoft SQL queries
• Candidate should have worked on MS - 035, Cisco Iron port, Symantec Mail Security for exchange, Mimecast Email security, Barracuda Email Security

Professional Qualities

• Customer centric approach with focus on customer Outcome
• Excellent Customer handling and communication (verbal and written) skills
• Good team player with ability to operate independently with minimal supervision
• Ability to articulate and clearly communicate Critical / Technical messages
• Ability to Plan and Prioritize tasks based on Severity and Priority
• Excellent Troubleshooting skills