Technical Support Engineer 3

Job Description

Responsibility Provide remote support to our Global customers through Phone/E-mail and Chat Channel Responding to customer queries in a timely manner, Regular follow-ups with customers with recommendations, updates, and action plans Replicate customer issues and engage product team in a timely manner for quick resolution Leverage internal technical expertise, including peers, mentors, knowledge base and other internal tools, to provide effective solutions Contribute by creating new knowledge base articles for internal and external consumption Participate in technical communications and Trainings within the peers to share best practices Take ownership of Technical Escalation and work towards troubleshooting the issue. Technical Requirements 4+ years of experience as Technical Support Engineer Candidates should have RHCE / CCNA certifications Clear understanding of OSI and TCP/IP model Familiarity 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 regulations Experience with Troubleshooting tools and capture analysis (Fiddler, Wireshark) Familiarity and Technical understanding on Microsoft SQL queries Candidate should have worked on MS - 035, Cisco Iron port, Symantec Mail Security for exchange, Mimecast Email security, Barracuda Email Security Professional Qualities Customer centric approach with focus on customer Outcome Excellent Customer handling and communication (verbal and written) skills Good team player with ability to operate independently with minimal supervision Ability to articulate and clearly communicate Critical / Technical messages Ability to Plan and Prioritize tasks based on Severity and Priority Excellent Troubleshooting skills