Analyst providing IT support and operations for clients in a hybrid environment. Engaging in technology challenges and facilitating user support directly.
About the role
- Sr. Technical Support Engineer providing tailored technical support to customers and managing escalations. Collaborating with multi-functional teams to address complex post-sales concerns.
Responsibilities
- Offer technical support to customers and partners
- Effectively manage support cases from recording to resolution
- Conduct fault isolation and root cause analysis for technical issues
- Author Technical Support Bulletins and other technical documentation
- Review technical content for training, marketing, manuals, and troubleshooting guides
- Provide configurations, troubleshooting, and best practices to customers
- Collaborate with the Engineering team to influence product operability
- Communicate complex technical issues effectively to stakeholders
- Travel to customer sites for critical situations, expediting resolutions
- Provide support that includes mandatory weekend, holiday shift work and on-call support.
Requirements
- 5+ years of relevant support experience
- Experience with SOAR platforms
- Strong analytical troubleshooting skills in Linux
- Independent troubleshooting ability in diverse, complex environments
- Familiarity with Internet-based technologies including DNS, Security, IP Routing, SSH, FTP, HTTP/HTTPS, Email Routing
- Scripting knowledge (JS/Python/PowerShell, SQL/XDL/SPL) to troubleshoot playbooks
- Fundamental understanding of container services (Docker, Kubernetes) and Cloud infrastructure (AWS, Google, Azure or OCI)
- A bachelor's degree in computer science or related discipline or equivalent military experience required
Benefits
- Flexible work arrangements
- Professional development opportunities
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