Senior Technical Support Specialist

hace 4 horas

Xico, México Gigamon A tiempo completo
Job Title: Sr. Support Engineer

We are seeking a highly skilled Technical Support Engineer to join our team at Gigamon. As a key member of our support organization, you will be responsible for providing world-class support to our customers and partners.

Key Responsibilities:

  • Deliver exceptional user support experience using Sales Force service cloud software.
  • Be the primary point of contact for customers, providing accurate and creative technical solutions to reported problems.
  • Update and document issue details, steps taken, follow-up conversations, escalations, and resolution in our case management system.
  • Create and contribute to knowledgebase articles in our knowledgebase.
  • Report defects to Engineering after lab replication, meeting Escalation standards.
  • Collaborate with the Support organization to drive process improvements and initiatives.
  • Participate in the on-call roster 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 informed.
  • Work with other organizations to convey customer concerns and requirements.

Requirements:

  • Bachelor's degree in Computer Science, Computer Technology, or related technical discipline, or equivalent professional technical experience.
  • Advanced or Fluent in English (verbal and written).
  • Minimum 2 years of Technical support experience in networking or cloud.
  • Solid knowledge of TCP/IP, OSI networking model.
  • Familiarity with various networking technologies, including Ethernet, TCP/IP, Netflow, Packet Inspection, Security, and experience with Traffic generators like 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.

About Gigamon:

Gigamon is a leading provider of network visibility and analytics solutions. We help organizations like yours to improve their network performance, security, and efficiency. Our team is passionate about delivering exceptional customer experiences and we're looking for talented individuals like you to join us on this journey.

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