8+ years of experience in a technical support role in a networking/security company or equivalent
Education
products are desirable.
Position overview and Job Responsibilities:
Independently manage day to day technical escalations
Provide technical analysis, manage customer communication on tickets from escalated accounts till closure
Mentor the senior team members and field engineers on technical proficiency
Work closely with the ETAC management, provide inputs and execute team level improvement activities
Point of contact into QA and Dev engineering and owner of weekly escalations.
Provide regular inputs to Product and TAC management on product improvements
Provide Technical trainings to Team, Field engineers, and Partners
Help run ticket deflection projects such as Knowledge Base and community forum
Visit customer sites as part of escalation resolution
Review team backlog and help in technical progress of complex tickets
Prepare technical bulletins for field and customers for known issues
Manage the break fix lab and team equipment to reproduce customer issues
Desired:
Having any of industry certificates (FCNSA, CCNA, CCNP, CWSP)
Knowledge of dynamic routing protocols and its implementation (OSPF, BGP)
Knowledge of authentication protocols and methods (LDAP, SSO, 2-factor authentication etc.)
Knowledge of Linux & VMWare
Knowledge of Perl Scripting & SQL would be a
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