LEAD

Bachelors degree or equivalent practical experience5 years of customer-facing experienceExcellent written and verbal communication skillsExperience working cross functionally in a large organizationAbility to navigate ambiguity and drive issues to a clear conclusionAbility to work with cross functional teams including external vendorsAbility to work with internal and external teams in resolving customer issuesAbility to pay attention to details and track customer issues to closureExperience in trouble ticket systems.Experience with Linux operating systemsOne of the following:Experience in areas of networking, DNS, virtual private networks and their application to PaaS and IaaS technologiesExperience with Storage technologies (GCP or equivalent) (1.) Key Responsibilities
1. Troubleshoot And Resolve Critical And Complex Support Tickets Using Product Support Methodologies, Ensuring Timely And Effective Solutions For Customer Issues.2. Conduct Hands-On Root Cause Analysis For Critical Faults, Documenting Findings And Recommending Actionable Solutions To Prevent Recurrence.3. Implement Preventive Measures And Best Practices To Minimize Future Defects And Enhance System Reliability And Performance.4. Provide Technical Guidance And Assistance To Team Members In Resolving Customer Issues, Fostering A Collaborative Environment For Knowledge Sharing.5. Execute Continuous Improvement Activities By Analyzing Support Processes, Identifying Areas For Enhancement, And Implementing Strategies To Improve Team Performance And Customer Satisfaction.Skill Requirements
1. Strong Understanding Of Product Support Processes And Methodologies.2. Proficient In Troubleshooting And Resolving Technical Issues Across Various Product Lines.3. Solid Analytical Skills For Conducting Root Cause Analysis And Identifying Improvement Opportunities.4. Excellent Communication And Interpersonal Skills For Effective Collaboration With Team Members And Customers.5. Familiarity With Support Ticketing Systems And Customer Relationship Management Tools.Certification
1. Itil Foundation Certification Is Optional But Valuable For This Role.2. Certifications In Relevant Product Support Technologies Are Also Recommended.

Qualification

B-Tech

Skill (Primary)

Technical Skills (ERS)-Other Technical Skills-Networking