Senior Technical Support Specialist

hace 2 meses


Xico, México Gigamon A tiempo completo

We are seeking a highly skilled technical support professional to join our team at Gigamon. This role requires an individual who is committed to delivering exceptional support experience to our customers and partners.

**Key Responsibilities:**

- Provide top-tier user support using Salesforce Service Cloud software.
- Serve as the primary point of contact for customers, offering accurate and creative technical solutions to reported issues.
- Document issue details, steps taken, follow-up conversations, escalations, and resolutions in our case management system.
- Contribute to our knowledge base by creating and updating articles on common issues and solutions.
- Collaborate with engineering teams to report defects after lab replication, ensuring adherence to escalation standards.
- Participate in process improvements and initiatives within the Support organization, driving efficiency and effectiveness.
- Join our on-call roster to provide support coverage outside standard business hours and be available for emergency situations.

**Required Skills and Qualifications:**

Bachelor's degree in computer science or a related field, or equivalent professional experience.
- Advanced English language proficiency (verbal and written).
- Minimum 2 years of technical support experience in networking or cloud environments.
- Strong understanding of TCP/IP and OSI networking models.
- Familiarity with various networking technologies, including Ethernet, TCP/IP, Netflow, packet inspection, security protocols, and experience with traffic generators like Spirent and IXIA for lab testing.
- Excellent problem-solving and multitasking skills, with ability to prioritize responsibilities effectively to meet deadlines.
- Preferred experience with private/public cloud platforms (VMware, AWS, Azure).
- Preferred industry certifications in networking/security/cloud technologies.

**Salary Estimate:** Based on market research and industry standards, we estimate this role to have a salary range of $80,000 - $120,000 per year, depending on location and experience.



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