Technical/Customer Support Engineer (5-10 yrs)

For this role, you should be a leading Technical Support Engineer, experienced in technical support of complex technologies in challenging global environments. As part of the Support team, you will be responsible for ensuring that the customer experience remains positive throughout the lifecycle of their support interactions. You are likely to be an expert in your field already, the individual your colleagues come to for assistance, and the individual that customers ask for when they're in difficult situations.

Responsibilities :

- Working a customer-facing third-tier support queue.

- Deep diagnosis of customer issues, including lab reproduction and source-code analysis.

- Quantifying customer impact and prioritizing solutions both within and external to the Support team.

- Engaging with both customers and the Sales organization through email, telephone, and remote management sessions (e. g. WebEx, Zoom, GoToMeeting).

- Engaging with Engineering teams to provide prompt and high-quality workarounds and solutions.

- Identifying, qualifying, and documenting product, hardware, software, and process improvements.

- Developing Support processes, tools, and documentation to further grow the Support organization.

- Developing customer-facing content (e. g. knowledge-base, how-to guides).

- Limited on-call/out-of-hours support for weekends/national holidays.

- Collaborate with your colleagues on investigations and escalations.

- Being the embodiment of a team player; cross-functional collaboration and communication are vital.

Requirements :

- Strong experience supporting an international customer base.

- At least 5 years working in a technical support and/or escalation engineer role.

- Experience in diagnosis and resolution of complex customer issues.

- Expertise in Linux-based systems, their management, operation, and application stacks.

- Good understanding of current security technologies and risks.

- Excellent understanding of TCP/IP network protocol suite including packet capture analysis.

- Basic understanding of SQL and non-SQL databases.

- Able to work as part of a geographically dispersed global Support team.

- Initiative to proactively identify new issues and drive their resolution.

- Some exposure to virtual environments.

- Some exposure to cloud environments and support of cloud/SaaS applications.

- Scripting/programming, especially in Python and the bash shell.

- Design and understanding of enterprise and data-center networks.

- Proactively identify problem areas and be responsible for driving their resolution.

- Good understanding of SQL and NoSQL databases.

- Good understanding of virtual environments.

- Good understanding of cloud environments.

- Experience in security appliances and security software.

- Experience in data interchange between dissimilar systems.