In this role, you will leverage a diverse skill set, including:
Serve as a trusted technical advisor, ensuring customer satisfaction and solution effectiveness.
Communicate clearly with both technical and non-technical stakeholders.
Document solutions, procedures, and known issues for internal and customer use.
Analyzing source code, log files, dump files, and network/endpoint traces to diagnose field-related product issues.
Enhancing internal tools and contributing to both internal and external Knowledge Base articles.
Troubleshooting complex technical challenges, documenting resolution methodologies, and sharing knowledge with the Support team to enhance their expertise.
Identifying product bugs and improvement opportunities, coordinating with development teams, and prioritizing resolutions to ensure a seamless customer experience.
Driving product quality forward, either independently or by facilitating cross-functional collaboration within the organization.
An insightful and influential collaborator to join our team. We encourage you to apply for this position if you have the following qualities:
Bachelor's degree or demonstrable experience in a technical (Computer Science-related) field.
At least 3 years of experience in Technical Support, Escalation Engineering, or IT Operations.
Strong hands-on experience with operating systems and troubleshooting methodologies.
Familiarity with Cloud platforms (preferably Google Cloud, but AWS experience is also relevant); GCP or AWS certifications are an advantage.
In-depth knowledge of network protocols and structures.
Preferred Skills & Advantages:
Ability to manage multiple tasks and stakeholders in a fast-paced, matrixed environment.
Self-motivated, proactive, and eager to learn new technologies.
Strong analytical and problem-solving skills with a customer-centric mindset.
Experience with virtualization and cloud-based environments, including VMware ESXi, Hyper-V, GCP, and AWS.
Adaptability to work with a wide range of environments and technologies.
Proficiency in Shell scripting and/or programming languages (Python preferred).
