Technical Support Engineer - SDWAN - Opportunity for Working Remotely (BB-BCE1A)
Encontrado en: Neuvoo Bulk CR
Are you looking to be a leader in a dynamic and growing environment? If so, this role is for you.
In this role, you will be responsible for working closely with other support engineers, sales engineers, and customers to understand customer network configurations and problems that they may be facing or simply answering technical inquiries about SASE products. You will use your expert knowledge of Linux, APIs and MYSQL to establish root cause of customer issues. Customers may range from large enterprises to multinational telco service providers.
Sometimes this may involve raising the issue internally and keeping open communication with partners about the progress. You will engage customers via email and phone and provide timely and accurate information. One key objective would be to provide immediate solution/workaround and guide customers until the issue can be fully resolved.
What you will do
Build and nature a growing team of support engineers in a security product.
Engage with customers and partners on escalated support issues or critical customer situations.
Provide expert systems design, recommendations, and configurations.
Perform in-depth diagnostics and troubleshooting using networking tools.
Assist customers with testing or troubleshooting of networking or cloud service issues.
Reproduce customer issues to verify problems and document steps to replicate for Support, Engineering and Operations teams
Maintain ticket database, logging issues and customer interactions.
Become a VMware SASE cloud services expert through self-study, company training, and a desire to excel and become an expert.
Participate in process improvements and initiatives based on feedback collected from different internal and external partners.
Manage and track progress toward action items, timelines, and due dates.
Follow published SLA for turning requests around in a timely manner.
Hours – Weekday shift work, shift may vary, possible on-call.
5+ years’ experience working within a Technical/Customer Support team solving various issues.
Excellent customer facing communication skills
Strong knowledge of networking concepts and ability to troubleshoot complex networking issues across multiple OSI layers
Experience with web technologies including HTTP, SSL
Excellent knowledge and prior experience supporting network security technologies such as: Proxies, NG Firewalls, SSL/IPSec, VPN’s, SSO
Knowledge of protocols such as HTTP, SMTP, FTP, DNS
Demonstrable experience with systems installation, configuration and administration of UNIX/Linux and Windows¬ based systems (prior Active Directory/LDAP experience desirable)
Network troubleshooting experience - Familiarity with tools such as Ping, Traceroute, MTR, and Network Protocol Analyzers such as tcpdump, Wireshark
Proven experience escalating technical customer issues
Logging / SIEM experience such as Splunk
Very strong verbal and written communication skills (English)
Working knowledge of networking and security products and enterprise network infrastructure
Quickly assess and understand customers issues and business impact
Preferred Skills & Experience
Bachelor’s Degree in computer science, computer engineering, or equivalent advanced industry certifications
Experience with DLP or CASB technologies
Experience with Kubernetes clusters, ESX & KVM
Configuration management (ansible, chef, puppet, saltstack, etc.)
Experience with REST APIs, swagger and JSON
Experience using / building REST clients (curl, postman, python)
Basic understanding of MySQL
Comfortable with Salesforce and Jira
Ability to read/write in multiple languages
Category : Client Support
Subcategory: Technical Support
Experience: Manager and Professional
Full Time/ Part Time: Full Time
Posted Date: 2021-02-04
calendar_todayhace 1 día
location_onHeredia, Costa Rica