Technical Support Engineer

Responsibilities Document and manage customer issues, delivering excellent customer service and managing customer expectations Monitor and respond to customer inquiries, coordinate customer communication, assuring timely status updates and issue resolution Collaborate within the company, escalating issues and engaging others to solve hard problems Report product defects and enhancement requests Identify and advocate product supportability requirements Requirements BA in Computer Science or related field, or in lieu of Bachelors, 6+ years additional relevant work experience Minimum 2 years experience in customer technical support role working in a hosted application preferred Red Hat Enterprise Linux (RHEL) system administration knowledge is preferred Familiarity with Linux service and performance troubleshooting is a plus Knowledge of tools such as Command line, power shell, performance monitor or other data gathering tools preferred Familiarity with log analysis, correlating multiple log types for deep dive analysis Knowledge of system administration and support knowledge of Server Virtualization Hypervisors such as VMWare or Microsoft Hyper‑V Basic understanding of SSL/TLS certifications with a basic understanding of Public Key Infrastructure (PKI) Basic understanding of authentication protocols such as LDAP and 802.1x Understanding of relational database systems and SQL scripting Core Competencies Demonstrates expertise in customer technical support, with a strong focus on issue resolution, system administration, and performance troubleshooting. Proficient in managing customer expectations and collaborating across teams to advocate for product supportability. #J-18808-Ljbffr