Location: Bangalore/Chandigarh
Job Description
- Engage with customers on escalated support issues or critical customer situations
- Provide expert systems design, recommendations, and configurations
- Perform in-depth diagnostics and troubleshooting using networking tools
- Assist customers with testing or troubleshooting of networking or cloud service issues
- Reproduce customer issues to verify problems and document steps to replicate for Support, Engineering and Operations teams
- Maintain ticket database, logging issues and customer interactions
- Become a cloud services expert through self-study, company training, and a desire to excel and become an expert
- Limited travel – typically only for company training or meetings
- Hours – Business hours support, possible shift work, possible on-call work
- Other duties or projects, as assigned
Desired Skills
- Strong verbal and written communication skills (English)
- Bachelor of Science in Computer Science/Engineering or equivalently advanced industry certifications.
- Minimum 3 years’ experience working as Support Engineer/ Sr. Support Engineer supporting networking or web security products
- Working knowledge of networking and security products and enterprise network infrastructure.
Technical Skillset
- Networking Experience – VPN technologies such as IPSec and VPN clients
- Network Security (SSL/TLS, VPNs, Firewall, IDS/IPS)
- Authentication systems such as LDAP, MS AD etc
- Knowledge of protocols such as HTTP, SMTP, FTP, DNS
- Basic experience with operating systems such as Linux, Unix, and Free BSD
- Network troubleshooting experience – Familiarity with tools such as Ping, Traceroute, MTR, and Network Protocol Analyzers such as TCP, dump, Wireshark
- Knowledge of protocols such as HTTP, SMTP, FTP, DNS
- Working knowledge of Apache and IIS Web Server administration
- Scripting knowledge (SHELL, Python, Perl) – not required, a plus
