Technical Support Engineer

hace 4 semanas

Ciudad de México, Ciudad de México Gigamon A tiempo completo

About the Role

Gigamon 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. This role requires a friendly, polished communicator committed to solving complex problems and delivering high-level customer satisfaction.

Key Responsibilities

  • Deliver a top-tier user support experience using SalesForce service cloud software.
  • Interact with our customers/partners using our case management system, phone, email, and/or shared screen sessions.
  • Be the customer's contact for providing accurate and creative technical solutions to user-reported problems.
  • Update and document the details of the issues, and the 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 that may span multiple products and features, including the ability to isolate, replicate and create workarounds to achieve high levels of customer satisfaction.
  • Report defects to Engineering after lab replications, meeting the Escalation standards.
  • Work collaboratively within the Support organization in driving Support process improvements and initiatives.
  • Participate in the on-call roster as necessary 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 in the loop.
  • Work with other organizations to convey customer concerns and requirements.

Requirements

  • Bachelor's degree in Computer Science, Computer Technology, related technical discipline, or equal professional technical experience.
  • Advanced or Fluent in English and Spanish (verbal and written).
  • Minimum 2 Years of Technical support experience in either networking or security.
  • Hands on experience with L2 and L3 technologies including Ethernet, TCP/IP, Routing Protocols, switching technologies, Stacking, QoS.
  • Solid knowledge of TCP/IP and OSI networking model.
  • Excellent problem solving and multitasking skills with the ability to organize and prioritize.
  • Fun to work with – for our customers and your team.
  • Must live within 50 miles of Mexico City.

What We Offer

  • Opportunity to work with a leading company in the field of network visibility and analytics.
  • Collaborative and dynamic work environment.
  • Competitive salary and benefits package.
  • Opportunities for professional growth and development.

About Gigamon

Gigamon is a leading provider of network visibility and analytics solutions. Our products help organizations improve customer experience, eliminate security blind spots, and reduce cost and complexity. We are committed to a diverse, equitable, and inclusive workplace and welcome applications from candidates from all backgrounds.

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