Technical Support Engineer

Technical Support Engineer

Requirements

• 8+ years related experience.
• Bachelors degree.
• 6+ years related experience.
• Masters degree.
• Previous experience working as a network administrator or in a networking support role.
• Strong customer interaction and problem-solving skills.
• Proven expert knowledge and experience with one or multiple networking areas.
• Expert level knowledge and experience with switching and routing protocols, network topologies, Linux OS, firewalls or other security products, load balancers, containers, or any other networking specialty.

Responsibilities

• Engaging with global customers via email, and/or virtual collaboration sessions.
• Troubleshooting with global customers and/or reproducing issues in a lab environment.
• Consistently documenting your interactions with customers or internal stakeholders regarding an issue, its scope and the steps taken to diagnose & resolve it.
• Partnering with internal stakeholders such as engineering, field teams and other technical experts to drive resolution to critical situations.
• Collaborating with experienced Senior engineers to troubleshoot complex environments, review logs and communicate detailed action plans.
• Researching issues via our internal knowledge base.
• Maintaining a positive customer experience in every interaction.
• Driving global escalations toward resolution and generating Root Cause Analysis reports.
• Dealing with customers in English within the NASA region.
• Creating and updating knowledge base articles.
• Creating training material and coaching/mentoring team members.
• Completing technical reviews / providing guidance to team members.
• Actively participating in projects to drive quality and efficiency across the team.
• Completing various self-paced training programs designed to further enhance your skills.

Preferred Qualifications

No preferred qualifications provided.