Sr. Technical Support Engineer

DESCRIPTION

Description

We are looking for a Level 2 Technical Support Engineer to work with and across all functional areas of the company to resolve customer issues and achieve high levels of customer satisfaction.The right candidate will be an empowered self-starter familiar with working in a fast-paced environment.The position will have the responsibility to work with customers directly to resolve technical issues.

Responsibilities:

• Deliver a top tier user support experience using Sales Force service cloud software.
• Interact with our customers/ partners using our case management system, phone, email and/or shared screen sessions.
• Be the customer’s contact for providing accurate technical solutions to user reported problems.
• Update and document the details of the issues, the steps taken to solve it, follow up conversations, escalations, and resolution in our case management system.
• Participate in the 24*7 on-call support rotation to provide after-hours support coverage.
• Creating and publish knowledge articles from lessons learned.
• Ability to manage customer escalations and drive issues to completion while keeping others in the loop.

REQUIREMENTS

Description

We are looking for a Level 2 Technical Support Engineer to work with and across all functional areas of the company to resolve customer issues and achieve high levels of customer satisfaction.The right candidate will be an empowered self-starter familiar with working in a fast-paced environment.The position will have the responsibility to work with customers directly to resolve technical issues.

Responsibilities:

Deliver a top tier user support experience using Sales Force service cloud software.

Interact with our customers/ partners using our case management system, phone, email and/or shared screen sessions.

Be the customer’s contact for providing accurate technical solutions to user reported problems.

Update and document the details of the issues, the steps taken to solve it, follow up conversations, escalations, and resolution in our case management system.

Participate in the 24*7 on-call support rotation to provide after-hours support coverage.

Creating and publish knowledge articles from lessons learned.

Ability to manage customer escalations and drive issues to completion while keeping others in the loop.

Required Qualifications:

BS or equivalent experience is desired.

Minimum 2 to 4 Years of Technical Services experience in either Cloud, or networking

Strong operating and troubleshooting knowledge in few of following areas.

TCP/IP, VMware, AWS/Azure, Authentication, SSL, and Test Equipment eg, IXIA

Customer facing experience in Private and Public Cloud technology

Strong operating, troubleshooting, and debugging knowledge across various virtual and cloud technologies. Familiar with configuration management tools

Prefer industry certification in Cloud and Virtualization domain

Possess excellent listening and people management skills.

Strong communication and presentation skills in verbal and written English

Must be willing to learn new skills, be a self-started and team player.

Fun to work with for our customers and the team

We offer a comprehensive and competitive total compensation and benefits package, and a collaborative work environment. Gigamon, LLC is an Equal Opportunity Employer. All offers of employment with Gigamon are contingent upon the successful completion of a background and reference check. We reserve the right to determine the suitability of an applicant for a position based on an evaluation of all available information.

The job description is representative of typical duties and responsibilities for the position and it is not all inclusive. Other duties and responsibilities may be assigned by Gigamon based on the Company’s needs.