ResponsibilityProvide remote support to our Global customers through Phone/E-mail and Chat ChannelResponding to customer queries in a timely manner, Regular follow-ups with customers with recommendations, updates, and action plansReplicate customer issues and engage product team in a timely manner for quick resolutionLeverage internal technical expertise, including peers, mentors, knowledge base and other internal tools, to provide effective solutionsContribute by creating new knowledge base articles for internal and external consumptionParticipate in technical communications and Trainings within the peers to share best practicesTake ownership of Technical Escalation and work towards troubleshooting the issue.Technical Requirements4+ years of experience as Technical Support EngineerCandidates should have RHCE / CCNA certificationsClear understanding of OSI and TCP/IP modelFamiliarity and technical understanding of core Internet technology (DNS, HTTP, TCP/IP, routing, firewalls, etc.)Experience in Linux and Windows AD.Experience in Mail Infrastructure, Postfix and SQL.Understanding of Data Privacy regulationsExperience with Troubleshooting tools and capture analysis (Fiddler, Wireshark)Familiarity and Technical understanding on Microsoft SQL queriesCandidate should have worked on MS - 035, Cisco Iron port, Symantec Mail Security for exchange, Mimecast Email security, Barracuda Email SecurityProfessional QualitiesCustomer centric approach with focus on customer OutcomeExcellent Customer handling and communication (verbal and written) skillsGood team player with ability to operate independently with minimal supervisionAbility to articulate and clearly communicate Critical / Technical messagesAbility to Plan and Prioritize tasks based on Severity and PriorityExcellent Troubleshooting skills