· Responsibilities:
Provide second level operational and technical support to customers’ technical staff, answer questions on function and usage of product, gather relevant information and determine troubleshooting and diagnostic procedures to determine & solve customer reported technical problems of varied complexity in professional and timely manner, over the life of the case. Effectively communicate procedural and technical issues to internal and external customers in a fast paced and customer critical environment. Should understand customer systems, environment, configuration, and be able to duplicate reported problems if necessary or possible, analyze problems, identify user/configuration errors, or identify defects in the product and recommend workarounds and solutions. Position requires working closely with customers, other Support Specialists, Development Engineers, Professional Services engineers, Product Management. Set customer expectations appropriately and accurately. Contribute to centralized problem identification and resolution database, participate in the creation and maintenance of knowledgebase. As a 24X7X365 organization, on-call responsibilities on Public Holidays, weekends, and after hours may be required.
Required
Skills:
Mindset for troubleshooting, investigation, and problem solving
Understanding
and knowledge of:
o
Linux
operating system
o
Networking and
SQL database systems
o
Active Directory
o
LDAPs
o
REST
o
Application & Web Servers
o
Markup languages (mainly HTML, XML)
o
Cloud based computing systems (e.g. AWS, Azure, etc.)
