Technical Support - Pune

Designation: Technical Support

Office Location: Pune

Position description:

The Seqrite-Enterprise security Subject Matter Expert provides the highest Level of Technical Support to customers for the Escalations. They owns Level 3 escalations and work closely with front line L1/l2 and R&D Team to get closer on escalations. SMEs provides highest technical expertise on the product and performs RCA on escalations, works with R&D team to curve down escalations, plan maintenance releases for bug fixes & improve product quality, improve product to reduce support calls. SMEs being expert in product verifies all KBAs and upload them on KB portal.

Primary Responsibilities:

• Maintain monthly self productivity score of more than 85% considering daily cases/calls/Chats/E-mail/SRs activities/Defects/Bugs/Consultation, Knowledge sharing/upgradation activities, Participation i
• Publish Monthly 2 KBAs on How-to, FAQs, Troubleshooting
• Conduct Monthly and Quarterly Cases Analysis and submit report to management team.
• Drive Beta evaluation and successful closer of Beta Projects on each new UTM release
• Participate in weekly R&D Meeting to drive and close customer escalation with SMEs and IRT
• Successful POC Closer Ratio of more than 95% / Successful Closer of Special Projects
• Ensure all RFEs are on Jira and bi-weekly discussed with PM Meeting. Priority to be raised for top asked RFEs. Suggest RFEs to reduce the Troubleshooting time and support calls to improve product qual
• Maintain self-knowledge on product and technology to ensure up to date knowledge on skills required for this role. Conduct monthly 1 knowledge sharing trainings for team members either on Case Study,
• Maintain self SME Case Life ( W/O JIRA Cases ) to less than 2 weeks
• Technologies Required Endpoint Security, ZTNA, Data Security. Basic understanding of Network Security, Operating System Knowledge, Windows, Linux, Ubantu.
• Packet capture tools- WireShark, Process mon, Developer tool.

Skills Required :-

• Documentation: Create new knowledgebase articles to capture new learning
  
• Communication: Participate in technical communications with peers to share best practices and learn about new technologies
  
• Training: Train new team members

Educational qualifications preferred

• Category: Bachelor's Degree
  
• Field specialization: Computer Science
  

Required Certification/s:

Any Certifications from Microsoft/ Red Hat/ CISCO

Required Competencies:

Very Good Communication Skills, customer centric soft skills, Understanding of Enterprise Cyber Security concepts, Logical and Analytical Skills.

Functional Competencies Proficiency 1Troubleshooting skills to understand and plan debugging, resolution to complex issuesExcellent2Documentation skills to document Issues, RCA, Resolution, KB Process, Project Document etc.Excellent3Tact to handle management at customer end and Drive Escalation DiscussionGood4Knowledge of OS, Networking, Routing and Switching, Security concepts, TCP/IP ProtocolsExcellent5Detail understanding of Packet Flow within various modules of Security Services and Modules within Product, Product Architect KnowledgeExcellent6Cross-Functional Coloration Skills Good

Leadership CompetenciesProficiency1Team ManagementExcellent2Delivery ManagerExcellent3Handle EscalationsExcellent