First Line Support

Who are we?

We are honored to serve more than 1,800 customers, which includes 40 percent of all Fortune 100 companies including Siemens, Airbus, SalesForce, Stellantis, Adidas, Wal-Mart and Sanofi.

We are looking for a technical support engineer to join our First Line Support team.

The First Line Support Engineer will be the first to assist our customers with their demanding and complex cases. You will be expected to analyze and understand the problem quickly, suggest a solution or ask for essential information. You will be expected to learn new products and technologies. In addition, you are expected to have excellent communication and customer service skills.

Essential Duties and Responsibilities:

• Provide the first response to customers mainly through the Salesforce support system and occasional phone calls
• Conduct initial analysis and classification of customer cases
• Use various resources (acquired knowledge, knowledge base, product documentation, etc.) to solve cases
• Gather essential information needed for the skill-based teams to further handle the case.
• Smart routing—based on the case analysis, route to the correct skill-based team.
• Contribute to knowledge sharing (writing articles, including Root Cause Analysis (RCA) for resolved cases).

• Proactively seek to exceed customer expectations, leading to high customer satisfaction ratings

What we offer:

• Interesting and challenging work in a large and dynamic cybersecurity growing company
• Exciting projects involving newest technologies and innovative products
• Professional and personal development opportunities

Requirements:

Engineers are expected to have intermediate knowledge of the following technologies, along with the ability to quickly advance those skills.

• English as a spoken/written language, with excellent communication skills
• Excellent problem-solving abilities
• BS degree in Information Technology, Computer Science, or relevant field
• At least 0-2 year of proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician, or similar role
• Familiar with Windows/Linux OS environments
• Ability to think on one’s feet, learn complex products, and discover creative methods to assist customers.
• Ability to diagnose and troubleshoot technical issues
• Ability to provide step-by-step technical help, both written and verbal
• Basic knowledge of Networking/Internet Services is an advantage
• Basic knowledge Experience working with authentication protocols is an advantage
• Basic knowledge with IIS, Apache, Certificates, Docker, and MS SQL Server is an advantage
• Familiarity with Salesforce, Confluence and Trello tools is an advantage

Additional Requirements:

• Ability to work in a team and communicate effectively
• Get-stuff-done attitude!
• Answer customer phone calls.
• Willing to take on challenges anytime. Going above and beyond the call of duty
• Located in Pune
• Hybrid work model