Staff Technical Support Engineer - Opportunity for Working Remotely
Heredia, Costa Rica
hace 3 días

Job Description

Are you're looking to be a leader in a dynamic and growing environment? If so, this role is for you.

In this role, you will be responsible for working closely with other support engineers, sales engineers and customers to understand customer network configurations and problems that they may be facing or simply answering technical inquiries about VMware SD-WAN products.

You will use your expert knowledge of networking protocols and networking products to establish root cause of customer issues.

Customers may range from large enterprises to multinational telco service providers.

Sometimes this may involve raising the issue internally and keeping open communication with partners about the progress.

You will engage customers via email and phone and provide timely and accurate information. One key objective would be to provide immediate solution / workaround and guide customers until the issue can be resolved.

Responsibilities :

Drive customer satisfaction by expediting the resolution of all service issues by conducting log analysis, reproduction work and engaging external and internal resources as required.

Proactively escalate customer issues and work with Sales, CPD, PM to assign appropriate priority.

Provide high quality Live Answer technical support.

Complete KB articles for resolved issues.

Retain ownership of customer issue from creation to closure

Drive customer issues to completion without the use of log files or remote access software.

Handle Escalations from other support engineers

Requirements :

5+ years with BE / BTech / BS CSE / ECE, 3+ years with ME / MTech / MS CSE / ECE from a reputed institution

Prior experience working in a Support / Technical Assistance Center (TAC) team

Linux troubleshooting skills such as log reading and performance testing high desired.

Hands on Experience in TCP / IP stack, QoS, L4-L7 proxy devices, HTTP, VoIP or applications like WAN optimization devices, server load balancers and / or caching devices preferred

Expertise in understanding different network topologies and configurations

Expertise in dynamic routing protocols such as BGP & OSPF

Debug / troubleshoot the customer’s environment, collect additional information about the problem and resolve network performance issues

Quickly assess and understand customers issues and business impact

Ability to analyze network traffic and read a packet capture

Ability to reproduce customer reported issues in the lab environment, work with development and QA to verify and fixes before they are rolled out to our customers

Experience with JSON, API, and MySQL are desirable

In addition to the above, excellent presentation and communications skills combined with the passion to work in a team environment are key attributes for this role.

Category : Client Support

Subcategory : Technical Support

Experience : Manager and Professional

Full Time / Part Time : Full Time

Posted Date : 2021-06-05

Reportar esta oferta

Thank you for reporting this job!

Your feedback will help us improve the quality of our services.

Mi Correo Electrónico
Al hacer clic en la opción "Continuar", doy mi consentimiento para que neuvoo procese mis datos de conformidad con lo establecido en su Política de privacidad . Puedo darme de baja o retirar mi autorización en cualquier momento.
Formulario de postulación