Were looking for a highly motivated Support Enablement Engineer to join our amazing team. As a member of the Support Enablement team, you will play a critical role in enabling Support Engineers to execute all technical aspects of their job and will work to maximize the support organizations effectiveness.
Responsibilities :
Advocate for support and customer needs with R&D and Product teams during feature development, as well as retroactively for existing technologies.
Identify and understand support inquiries and challenges, act as their technical focal point, and work to fill knowledge gaps.
Build troubleshooting practices to reduce ticket resolution time and maximize support performance.
Own and drive the delivery of technical content and knowledge-sharing initiatives to the global Support team.
Provide guidance on product features and how they work through the creation of technical content.
Design and create technical onboarding and everboarding training content.
Responsibilities :
Advocate for support and customer needs with R&D and Product teams during feature development, as well as retroactively for existing technologies.
Identify and understand support inquiries and challenges, act as their technical focal point, and work to fill knowledge gaps.
Build troubleshooting practices to reduce ticket resolution time and maximize support performance.
Own and drive the delivery of technical content and knowledge-sharing initiatives to the global Support team.
Provide guidance on product features and how they work through the creation of technical content.
Design and create technical onboarding and everboarding training content.
Requirements:
At least 2 years of experience as a Tier 2-3 Support Engineer in a web, networking, or information security company, or equivalent experience as a Technical Account Manager or Pre-Sales Engineer.
Experience working with networking or security software solutions, with an emphasis on networking, TCP/IP, firewalls, and proxy servers – required.
Strong English communication skills, both verbal and written – required.
Excellent communication and presentation skills, with the ability to clearly articulate complex topics to different audiences in a concise, professional, and compelling manner.
Ability to provide constructive criticism and feedback, and use it to advocate for customer, partner, and support needs with different departments across the company.
Experience working in a Knowledge Management or Knowledge team, or proven experience creating technical guides and knowledge-base articles – an advantage.
Great troubleshooting abilities and a passion for diving into complex technical problems in real production environments.
Team player, responsible, and well-organized.
At least 2 years of experience as a Tier 2-3 Support Engineer in a web, networking, or information security company, or equivalent experience as a Technical Account Manager or Pre-Sales Engineer.
Experience working with networking or security software solutions, with an emphasis on networking, TCP/IP, firewalls, and proxy servers – required.
Strong English communication skills, both verbal and written – required.
Excellent communication and presentation skills, with the ability to clearly articulate complex topics to different audiences in a concise, professional, and compelling manner.
Ability to provide constructive criticism and feedback, and use it to advocate for customer, partner, and support needs with different departments across the company.
Experience working in a Knowledge Management or Knowledge team, or proven experience creating technical guides and knowledge-base articles – an advantage.
Great troubleshooting abilities and a passion for diving into complex technical problems in real production environments.
Team player, responsible, and well-organized.
This position is open to all candidates.
