Technical Support Engineer

Roles and Responsibilities-

• Provide reactive technical support to customers
• Provide configuration review, troubleshooting and best practices to named customers
• Manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are done in a timely manner
• Provide fault isolation and root cause analysis for technical issues
• Publish Technical Support Bulletins and other technical documentation in the Knowledge Base
• Review of technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guid

Preferred candidate profile-

• 2+ years in support roles, working directly with large global customers and partners in addition to internal teams (such as DevOps, Engineering, QA, Product managers..)
• Supporting Endpoint security software products (e.g., Antivirus, DLP, IPS, NAC, etc.)
• CSP (Cloud Service Provider) related work experience is desirable
• General skills:
  
• A customer-centric mindset is a mandated attitude for this position as a technical support engineer
• Ability to clearly articulate technical issues to both technical and non-technical audiences, and explain their impact on business
• Business level or higher English, especially for writing and reading
• Attention to detail, fast learner, and excellent communication skills
• Be able to communicate technical information
• in a simplified, easy-to-understand manner
• Proactive and independent attitude toward learning products technical knowledge from eLearning basis training in English
• Technical skills:
  
• Strong ability to understand malicious software behavior in conjunction with the operating system structure
• Strong ability to understand Windows OS, Linux OS, and macOS-bas ed applications (Installation, troubleshooting, Debugging)
• Virtualization experience (AWS, Azure, VMware, OpenStack)
• Experience with Windows, Mac OS, and Linux (debugging, editing registries, plist, etc.)

BS in computer science, information technology, computer architecture, or equivalent.