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Sr. Technical Support Engineer

hace 2 meses

Guadalajara, Jalisco, México Gigamon A tiempo completo
We are seeking a Technical Support Engineer to provide world-class support to Gigamon customers and partners. This role requires a friendly, polished communicator, committed to solving complex problems and delivering high-level customer satisfaction. You will get the opportunity to work with Engineering, Sales, and Customer Success to resolve Gigamon products issues. The position also requires you to analyze and report on customer satisfaction of products, services, and processes, for ongoing improvement of customer experience. You won't be in this alone. We are a team that helps each other and likes to have fun too.Responsibilities:
  • Deliver a top tier user support experience using Sales Force service cloud software.
  • Interact with our customers/ partners using our case management system, phone, email and/or shared screen sessions.
  • Be the customer's contact for providing accurate and creative technical solutions to user reported problems.
  • Update and document the details of the issues, the steps taken to solve it, follow up conversations, escalations, and resolution in our case management system.
  • Create and add to knowledgebase articles in our knowledgebase.
  • Apply advanced troubleshooting techniques (debug and diagnosis) on critical problems that may span multiple products and features inclusive of ability to isolate, replicate, and create workarounds to achieve high levels of customer satisfaction.
  • Report defects to Engineering after lab replications, meeting the Escalation standards.
  • Work collaboratively within the Support organization in driving Support process improvements and initiatives.
  • Participate in the on-call roster as necessary, to provide support coverage outside of standard business hours and be available after-hours, for emergencies.
  • Manage customer escalations and drive issues to completion while keeping involved parties in the loop.
  • Work with other organizations to convey customer concerns and requirements.
Qualifications:
  • Bachelor's degree in computer science, Computer Technology, related technical discipline, or equal professional technical experience.
  • Advanced or Fluent in English (verbal and written)
  • Minimum 2 Years of Technical support experience in either networking or cloud
  • Solid knowledge in TCP/IP, OSI networking model.
  • Familiarity across various networking technologies such as: Ethernet, TCP/IP, Netflow, Packet Inspection, Security (Authentication protocols, Inline concepts, SSL/TLS, Encryption/Decryption) and experience with Traffic generators
    such as Spirent and IXIA for Lab testing.
  • Excellent problem solving and multitasking skills with ability to organize and prioritize responsibilities effectively to meet deadlines.
  • Preferred experience with Private/Public cloud platforms (VMware, AWS, Azure etc.).
  • Preferred certifications - Associate/professional level Industry certs in Networking/Security/Cloud technologies.
  • Excellent problem solving and multitasking skills with ability to organize and prioritize.
  • Fun to work with – for our customers and your team.

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