Technical Support Engineer

Overview:

First line of support for customers facing technical issues with network monitoring and analysis.

Responsibilities

· Manage Cases: Log all customer interactions and technical steps taken in SFDC.

· ID Issues: Determine nature of the problem, ask clarifying questions and leveraging diagnostic tools.

· Resolve Issues: Resolve common issues using KB articles, prior training, and testing in lab.

· Create Tickets: If necessary, enter bugs and feature suggestions with supporting information.

· Manage Escalation: Escalate unsolved issues to Tier 3 support with prerequisite information.

· Communicate Continuously: Keep internal stakeholders and customers informed on issues.

· Collect Feedback: Ensure feedback is documented and radiated to proper personnel.

· Document: Add or updated KB articles to ensure we are improving efficiency.

Qualifications:

· BS degree in science or equivalent work experience.

· 2 or more years previous experience in a technical support role.

· Basic understanding of servers, networks, routers, and switches.

· Knowledge of NetFlow, SNMP, Routing, LAN, IP SLA, QoS, SSH, and Telnet.

· Ability to use diagnostic network issues using common debugging tools.

· Basic understanding of security, virtualization, DBs, and Rest APIs.

· Basic knowledge of operating systems (Windows and Linux).

· Self-starter and detailed oriented.

Nice to have

· Experience with Cloud AWS, Azure, and GCP

· CCNA or equivalent certification