Senior Network Support Professional

hace 2 semanas


Xico, México Gigamon A tiempo completo

Gigamon, a leader in network visibility and analytics, is seeking a skilled Technical Support Engineer to provide world-class support to its customers and partners. With a strong focus on delivering high-level customer satisfaction, this role requires a friendly, polished communicator committed to solving complex problems.

**Job Description:**

  • Deliver exceptional user support experience using SalesForce service cloud software.
  • Be the customer's contact for providing 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.
  • Report defects to Engineering after lab replications, meeting Escalation standards.
  • Work collaboratively within the Support organization in driving Support process improvements and initiatives.

**Required Skills and Qualifications:**

  • Bachelor's degree in Computer Science, Computer Technology, or related technical discipline.
  • 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.

**Benefits and Perks:**

  • Competitive salary range: $60,000 - $80,000 per year, depending on experience.
  • Opportunity to work with a dynamic team in a fast-paced environment.
  • Professional development opportunities.
  • Fun and collaborative work environment.

**About Gigamon:**

Gigamon provides the industry's first elastic visibility and analytics fabric, closing the cloud visibility gap by enabling cloud tools to see the network and network tools to see the cloud.



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