Technical Support Specialist

hace 3 semanas


Ciudad de México, Ciudad de México Gigamon A tiempo completo

About the Role

Gigamon is seeking a highly skilled Technical Support Specialist to join our team. As a Technical Support Specialist, you will be responsible for delivering exceptional user support to our customers and partners.

Key Responsibilities

  • Provide technical support to customers and partners through various channels, including phone, email, and screen-sharing sessions.
  • Serve as the primary point of contact for customers and partners, providing accurate and creative technical solutions to reported issues.
  • Update and document technical issues, solutions, and follow-up conversations in our case management system.
  • Contribute to knowledge base articles to help customers resolve issues independently.
  • Apply advanced troubleshooting techniques to resolve complex problems.
  • Collaborate with the Support organization to drive process improvements and participate in support initiatives.

Requirements

  • Bachelor's degree in Computer Science, Computer Technology, or a related technical discipline, or equivalent professional experience.
  • Fluent in both English and Spanish (verbal and written).
  • 8+ years of technical support experience in networking or security.
  • Hands-on experience with L2/L3 technologies, including Ethernet, TCP/IP, routing protocols, switching technologies, stacking, and QoS.
  • Strong understanding of TCP/IP and the OSI networking model.

About Gigamon

Gigamon is a leading provider of network visibility and analytics solutions. We are committed to delivering exceptional customer support and are seeking a highly skilled Technical Support Specialist to join our team.



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