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Staff Support Engineer
Gigamon
posted 2mon ago
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Flexible timing
Key skills for the job
Job Description
We are looking for a Technical Staff Support Engineer to work as part of EMEA/APAC technical Support team and across all functional areas of the company to help resolve customer issues and achieve high levels of customer satisfaction. The right candidate will be an empowered self-starter familiar with working in a fast pace environment. The position will have the responsibility to liaison between Global Support and Sustaining Engineering to timely resolve technical issues and to analyze and report on customer satisfaction of products, services, and processes. Mandatory to possess Excellent Customer handling and spoken written English language skills to effectively communicate with regional customers and Partners.
What you ll do:
- Active participant in the customer support center to assist Global Support team with customer escalations, inclusive of ability to troubleshoot, duplicate and create workaround to achieve high levels of customer satisfaction and success.
- Ability to work with Sustaining and QA to convey customer concerns and requirements to be a champion for the customer in providing a timely problem resolution.
- Ability to manage hot customer escalations and drive issues to completion while keeping all involved parties in the loop.
- Create knowledge Articles from case engagements and share knowledge via TOI and Webinars to support team.
- Ability to maintain the quality of Escalations into Sustaining Engineering
What you ve done:
- Proficient in written and spoken English for Business communication with Global customers and Partners.
- Good to have - Korean / Mandarin / Japanese / Spanish / Portuguese / French / German Language to communicate with regional customers and partners through phone call or e-mail.
- 5-7 yrs Technical experience in Networking Support/SE or Security or QA/Sustaining environments.
- Strong operating and troubleshooting knowledge across various networking technologies such as: Ethernet, TCP/IP, OSPF, Netflow/IPFIX, Deep Packet Inspection, Security (Authentication, Inline, SSL/TLS, Encryption/Decryption) and Test Equipment such as Spirent and IXIA.
- Good Hands-on experience with any/all Virtualization/cloud technology (VmWare, Azure, AWS etc.).
- Experience in writing Knowledge base Articles and a strong believer for Knowledge Centric Support
- Possess excellent customer handling skills to deliver top notch Customer experience for global customers
- Must have good project management, problem resolution and analytical skills.
- Must have a very strong customer focus.
- BS/Masters in Computer Science or Engineering.
Employment Type: Full Time, Permanent
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People are getting interviews through
(based on 7 Gigamon interviews)
Job Portal
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Company Website
43%
29%
14%
14%
Moderate
Confidence
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Moderate Confidence means the data is based on a sufficient number of responses received from the candidates
What people at Gigamon are saying
Support Engineer salary at Gigamon
reported by
1
employee
with 6
years exp.
₹21.6
L/yr - ₹27.6
L/yr
275%
more
than the average Support Engineer Salary in India
View more details
What Gigamon employees are saying about work life
based on 39 employees
Flexible timing
Monday to Friday
No travel
Day Shift
Gigamon Benefits
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