COMPLETE Technical Support Professional

Introduction
Our Network Automation Software Support team is looking for you to join us as a Support Engineer in the KOCHI, India office.

This position provides the opportunity to work in a high growth area in the Software Defined Networking Monitoring and Automation organization in the areas of Network Performance Management. The successful candidate will work with our world class Automation and Observability platform, providing remote debugging and resolution to our clients world-wide. The role provides technical support assistance directly (phone/ live chat / cognitive support platform) to clients using problem determination and technical analytical skills. We use technical and negotiations skills in collaboration with other support organizations to prioritize and work problems to resolution.

Your Role and Responsibilities
Responsibilities

• Help customers with product questions, resolve customer issues in a timely fashion
• Use your business and technical analysis skills and knowledge of IT environments to solve
• complex issues and promote best practices
• Monitor and react to alerts in our own cloud environment
• Build and maintain excellent relationships with clients and achieve the highest level of
• customer satisfaction
• Work as part of our extended support team, doing whatever it takes to exceed customer
• expectations
• Collaborate with other departments in the company to achieve customer satisfaction

One will excel in this role if they demonstrate the following:

• Strong aptitude for learning new technologies and understanding how to utilize them in a
• customer-facing environment;
• Ability to effectively communicate as the internal expert with customers at an executive
• level on in-depth technical details, progress and next steps;
• Ability to successfully manage your time, balancing multiple tasks with varying levels of
• priority and urgency;
• Acting as a customer champion by being the voice of the customer, checking
• communication channels to stay on top of and communicate effectively and proactively
• with the company or team updates;
• Being an example that continues to drive until the root cause is established with clear plans
• to resolve the customer issue.

Required Technical and Professional Expertise

• Relevant University degree, ideally in Information Technology or Computer Science
• 1-4 years of relevant experience
• Proficient with Linux OS (file and process management)
• Experience with Troubleshooting Skills
• Fluent in English.
• BASH shell scripting (may substitute other languages)
• SQL queries (mainly select and joint syntax)
• Dockers and Kubernetes

Preferred Technical and Professional Expertise

• Network administration