Responsibilities
- Work in a dynamic and exciting technical environment with relentless focus on delighting our customers, partners and teammates.
- Demonstrate ownership of customer’s concerns - assess impact, troubleshoot logically, engage relevant stakeholders, identify root cause and resolve them to the satisfaction of our customers.
- Communicate effectively with internal and external stakeholders.
- Collaborate with them to resolve customer escalations quickly.
- Work with Product experts/Engineering to fix bugs or enhance product features.
- Manage time and work to meet or exceed operational goals.
- Learn cutting edge technologies and new product features.
- Create/Share Knowledge articles and contribute to mentoring/training efforts.
Requirements
- Experience in a Product Technical support role supporting Global enterprise customers.
- Outstanding oral and written communication skills.
- Customer focus.
- Analytical thinking and Logical troubleshooting aptitude.
- Proven experience in troubleshooting and diagnosing issues at the application and operating system level within either Windows, Linux or Mac environments.
- Understanding of operating system fundamentals including user and kernel space, memory management, shared libraries, file and network IO, Windows registry, software distribution, etc.
- Hands on experience using the tools and techniques to debug problems within either Windows, Linux or Mac environments.
Nice to Have
- ONE of the below specialization domains: SIEM/SOAR: Hands on experience working on log management tools that offers self-hosted options & leverages kafka and/or containers. Strong Skills in container administration & orchestration. Good understanding of Regex & any query language. Certifications in SIEM/SOAR platforms would be a plus.
- Identity Management: Hands on experience in Windows Servers/Active Directory, MFA. Experience with Identity Protection and Zero Trust solutions. Excellent knowledge of authentication protocols - Kerberos, LDAP, NTLM, SAML. Good understanding of TCP/IP and troubleshoot network issues using Wireshark/PCAP analysis. Operational understanding of networking devices such as Routers, Switches and Firewalls would be a plus.
- Cloud Technologies: Experience working and troubleshooting in a SaaS cloud environment. Proven experience debugging and troubleshooting customer facing API/REST interfaces at both the JSON/HTTPS browser/client side and server-side web service termination, but also navigating within the backend cloud architecture which is responsible for fielding the request. Good understanding of SaaS components and large-scale databases like Cassandra, Kafka, Elasticsearch, Splunk, etc, and the role that they play within a cloud service. Familiarity with cloud orchestration tools like Docker, Kubernetes, etc. Certification in any common Cloud platforms would be a plus.
Benefits
- Remote-friendly and flexible work culture
- Market leader in compensation and equity awards
- Comprehensive physical and mental wellness programs
- Competitive vacation and holidays for recharge
- Paid parental and adoption leaves
- Professional development opportunities for all employees regardless of level or role
- Employee Networks, geographic neighborhood groups, and volunteer opportunities to build connections
- Vibrant office culture with world class amenities
- Great Place to Work Certified™ across the globe
Work Arrangement
Remote (Worldwide)
Team
Structure: Customer Support team
Additional Information
- May be scheduled to work on shifts/holidays as per the business requirement.
