· 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.)
