Deliver Technical Support in a variety of ways including phone and email
Troubleshoot product issue with customer providing information(application logs, configuration information, etc)
Build test environment(Hardware, OS, Software, configuration, etc) to verify product
Define and track bugs for development, and offer innovative ideas to engineering and product management to improve product quality.
Verify product fixes
Create professional documents
Log all incoming technical issues with precise and comprehensive information in a professional and timely manner.
Sharing gained knowledge with other Tech Support Engineers
Engage in on-going training and departmental development, along with self-learnings. Mentor, train, and help develop the skills of T1 Technical Support Engineers as well as peers.
Minimum 5 years experience of providing technical support for Enterprise Software products
Experience of problem solving and troubleshooting skills
Fundamental knowledge of LAN, WAN, internetworking technologies, TCP/IP, SMTP, HTTP, Mail server / mail gateway technologies, proxy server technologies, Active Directory.
Able to communicate global organization in English, and to understand technical documents in English
Ability to work proactively with adverse situation
Take a flexible approach to solve problems
Willing and able to learn new products
Knowledge of the security product
Programming language/ Scripting C/C++, Perl, Ruby, Python, etc
Advanced knowledge in a AWS
Language fluency in English
Industry Certification would be a plus (Sec+, MCSE, MCSA, CCNA, Network+)