Technical Support Engineer

**About the job Technical Support Engineer**:
**Responsabilities**
- Develop and maintain technical knowledge solutions
- Research, diagnose, troubleshoot and identify solutions to resolve customer issues
- Document and track customer issues to resolution while adhering to SLAs
- Identify and document technical defects and other challenges
- Handle customer escalations
- Provide prompt and accurate feedback to customers
- Act as a key escalation channel for our Customer Experience Technical Support team
- Summarize complex product issues accurately and thoroughly for escalation to Tier 3 support
- Update knowledge base and documentation with technical and issue resolution
- Take part in shaping new features and products and represent the voice of the customer

**Skills, Knowledge and Expertise**
- Familiarity with multiple technologies, including Networking, Data Center, Security and Cloud
- Experience with cyber security products, specifically NAC, RADIUS and 802.1x
- Experience with network configuration and architecture - Layer 2/Layer 3 Switching/Routing, TCP/IP, VPN
- Experience in customer facing role with excellent communication (written and verbal) and interpersonal skills
- Independent, initiator, and a team player
- Advanced analytical thinking and problem-solving skills
- Research and troubleshooting abilities

**Advantage**
- 2+ years of experience in product support / professional services for an international hi-tech company
- Technical Bachelors degree
- Project management experience