Technical Support Engineer

Role Overview

• Reviews technical solution articles for accuracy and completeness and gives feedback to the authors.
• Acts as a remote customer advocate to champion specific customer needs in collaboration with field team.
• Understands and uses sphere of influence extending outside of the department.
• Participating in and leads conference calls with customers Knows their audience and articulate accordingly.
• Participates in eServices content creation (self-service) and maintenance such as Chat, Knowledgebase content, Support forums, etc.; regularly submits content to the knowledge database.
• Validates technical information and issues early warning and disseminates information as needed.
• Interfaces directly with customers at different stages of problem resolution process including understanding issues customers are facing, communicating plans for resolution, explaining developments, and conveying resolution.
• Assesses when it is necessary to engage or escalate to more senior resources to resolve more complex issues.
• Manages own schedule of cases, which includes determining priority levels and negotiating and setting expectations with customers.
• As a 24X7X365 organization, shift work, holidays, weekends and on-call responsibilities may be required.
• Works toward becoming subject matter expert in a particular area or areas.
• Mentors and/or coaches less experienced TSEs, help develop and participate in presentations and informal training for other TSEs.
• Applies systems analysis techniques and procedures to determine hardware or software systems functionality.
• Applies technical knowledge to analyze and use highly technical troubleshooting tools and content and analytical practices; uses operational and diagnostic procedures to diagnose and resolve issues in unique and often complex customer environments.
• Systematically gathers relevant information and analyzes a broad range of factors while working to diagnose and resolve issues.
• Determines which tool(s) to use to resolve issues including running tests and be able to identify when deviation from the available troubleshooting tools and documents is appropriate.
• Effectively communicates procedural and technical issues to internal and external customers in a fast paced and customer critical environment.
• Maintains a "closed loop" communication style that ensures proper and consistent documentation in service request case notes; assuring all appropriate individuals are notified of ongoing issues and problem resolution status.
• Contributes and develops knowledge-based articles; may perform senior or expert level tasks for assigned products and skills; prepares articles for other TSEs and/or customers regarding technical solutions.

Requirements

• Excellent troubleshooting and customer support skills.
• Strong organizational skills – comfortable with managing and prioritizing customer caseloads.
• Ability to visualize, articulate, conceptualize, or solve both complex and straightforward problems by making decisions that are sensible given the available information.
• Ability to work well in a team environment.
• Excellent verbal and written communication skills.
• Two or more of the below skills are highly required:
• Hands-on experience of Unix/Linux system administration with strong command line knowledge.
• Proficient knowledge of network security including firewall configuration and SSL-based secure communications, Proxy configuration & IPSEC VPN.
• Good knowledge of network fundamentals concepts to include routing, switching, VLANs & VPNS.
• Technical proficiency across windows platforms including Microsoft Windows Server, Microsoft Active Directory & Microsoft SQL Server.
• Strong knowledge of Relational (MySQL) and NoSQL (MongoDB) databases.
• Configuration management Fundamentals to include Chef, Puppet & Salt.
• Knowledge of Scripting Language: Python.
• Experience with Security Assessment tools (NMAP, Nessus, Metasploit) and packet capture analysis tools (Wireshark, tcpdump).
• Any of the below Certifications (is a plus)
• Linux Administration Certifications (RHCSA, RHCE...etc).
• Security Certificates (CEH, Security +, …etc.)
• Microsoft Certification (MCSA, MCSE)
• Networking Certifications (CCNA, CCNP,…etc.)****__Experience:__
• Typically requires 3+ years of related experience in a professional role with a bachelor’s degree; or an advanced degree without experience; or equivalent experience.

Tech Stack

• Chef
• Linux
• MongoDB
• MS SQL Server
• MySQL
• NoSQL
• Puppet
• Python
• SaltStack
• SQL
• Switching
• Unix