Senior 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 Senior Technical Support Engineer to join our Global Support team. As a key member of our team, you will be responsible for providing top-tier user support experience to our customers, utilizing SalesForce service cloud software. Your expertise in fast-paced environments and ability to analyze and report on customer satisfaction will be invaluable in ensuring the timely resolution of technical issues.

Key Responsibilities

  • Deliver exceptional user support experience using SalesForce service cloud software.
  • Interact with customers/partners using our case management system, phone, email, and/or shared screen sessions.
  • Provide accurate and creative technical solutions to user-reported problems.
  • Update and document issue details, steps taken to solve them, follow-up conversations, escalations, and resolution in our case management system.
  • Create and add to knowledge base articles in our knowledge base.
  • Apply advanced troubleshooting techniques (debug and diagnosis) on critical problems spanning multiple products and features.
  • Report defects to Engineering after lab replications, meeting Escalation standards.
  • Collaborate with the Support organization to drive Support process improvements and initiatives.
  • Participate in periodic weekend shifts and rotational 24*7 on-call support to provide escalation coverage to Elite customers.
  • Manage customer escalations and drive issues to completion while keeping involved parties informed.

Requirements

  • Bachelor's degree in Computer Science, Computer Technology, or related technical discipline, or equal professional technical experience.
  • 2+ Years of Technical support experience in networking or security.
  • Hands-on experience with L2 and L3 technologies, including Ethernet, TCP/IP, Routing Protocols, switching technologies, and Stacking.
  • Advanced or Fluent in English and Spanish (verbal and written).
  • Solid knowledge of TCP/IP and OSI networking model.
  • Excellent problem-solving and multitasking skills with the ability to organize and prioritize.

About Gigamon

Gigamon is a leading provider of network visibility and analytics solutions. We are committed to a diverse, equitable, and inclusive work environment and are an equal opportunity employer. If your experience and skills closely match our job description, we encourage you to apply.

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