Customer Support Engineer

Key Responsibilities:

• Provide exceptional technical support to enterprise customers through web portals, live sessions, and phone interactions.
• Diagnose and resolve complex technical issues using deep analytical and problem-solving skills.
• Document customer interactions and technical resolutions thoroughly to enhance internal and external knowledge bases.
• Collaborate with cross-functional teams globally to deliver timely and effective customer solutions.
• Participate in a quarterly on-call rotation to provide 24/7 support, ensuring customer issues are addressed promptly.
• Continuously update technical knowledge to keep pace with evolving technologies and company products.
• Maintain a customer-first mindset, ensuring all interactions promote trust and satisfaction.

Qualifications:

• 35 years of experience in technical support or a related technical role within a software organization.
• Strong understanding of complex environments such as clusters, distributed vaults, hybrid infrastructures, and virtual desktop environments (VDIs).
• Proficiency in Microsoft Windows operating systems and server platforms (Windows Server 2008, 2012, 2016).
• Excellent troubleshooting and root-cause analysis skills.
• Strong communication and interpersonal abilities to deliver clear, effective customer support.
• Exceptional time management, organizational, and decision-making skills.
• Highly self-motivated, proactive, and capable of working independently or within a global collaborative team.
• Demonstrated commitment to continuous learning and professional development.