Technical Support Specialist
hace 3 semanas
Gigamon, a leading provider of network visibility and analytics solutions, is seeking a highly skilled Technical Support Engineer to join our team. As a Technical Support Engineer, you will be responsible for providing world-class support to our customers and partners, ensuring their success with our products and services.
Key Responsibilities:- Deliver exceptional customer support through various channels, including phone, email, and case management systems.
- Analyze and resolve complex technical issues, collaborating with engineering and other teams as needed.
- Document and update knowledge base articles to improve customer satisfaction and reduce support queries.
- Participate in on-call rotations and provide support coverage outside of standard business hours.
- Manage customer escalations and drive issues to resolution, ensuring high levels of customer satisfaction.
- Bachelor's degree in Computer Science, Computer Technology, or related field.
- Advanced or fluent in English and Spanish (verbal and written).
- Minimum 2 years of technical support experience in networking or security.
- Hands-on experience with L2 and L3 technologies, including Ethernet, TCP/IP, routing protocols, and switching technologies.
- Solid knowledge of TCP/IP and OSI networking models.
- Excellent problem-solving and multitasking skills, with the ability to organize and prioritize responsibilities effectively.
Gigamon is a Great Place to Work, certified by the Great Place to Work Institute. We are committed to a diverse, equitable, and inclusive work environment, and we welcome applicants from all backgrounds. If you are a motivated and customer-focused individual with a passion for technology, we encourage you to apply for this exciting opportunity.
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