Technical Support Engineer

Roles and Responsibilities:

• Prioritize cases based on severity while ensuring SLAs are met.
• Act as a single point of contact for cases raised by our customers and partners.
• Own, track, troubleshoot and resolve cases relating to software and/or hardware challenges across all company products.
• Guide customers to resolution, eithe­­­r via remote session, phone, or email.
• Document and track incident progre­ss and analysis using our ticketing system as a point of reference.
• Utilize and contribute to the internal knowledge base to minimize time to resolution.
• Contribute to the overall development of the support organization through, projects, programs, mentoring, leadership, and coaching.
• Participate in an On Call Weekend Coverage rotation
• Manage escalated support incidents within specific timelines as part of an action plan with Management and our Sales organization

Required Skills:

• Bachelor's degree in computer science, a related discipline or equivalent work experience
• Three or more years in an enterprise technical support role
• Experience troubleshooting performance and application-based issues on Windows and Linux environments (Server 2012 onwards, Centos/RedHat 7 onwards)
• Understanding of networking concepts and technologies such as firewalls, routers, and switches and any other network-based solutions with particular focus in security.
• Excellent problem-solving capability
• Strong written and verbal communication skills.
• Experience troubleshooting and/or administering MSSQL Server 2016+
• Experience troubleshooting API integrations
• Familiarity with cloud-based solutions (AWS, Azure and/or GCP)
• Experience with logging Mechanisms (e.g., Syslog, Windows Event Log, SNMP & API)

Highly Desirable:

• Familiarity with ElasticSearch products
• Regex fundamentals
• Scripting
• Familiarity with SIEM solutions
• Experience in Docker and Postman