Frame

Customer Support Lead

Prosimo is looking for a dedicated technical customer support personnel who is part of the team responsible for ensuring that customers receive the highest level of technical support.

Responsibilities:

  • Act as the first point of contact in troubleshooting customer support requests, and coordinating and prioritizing timely resolutions with engineering and solution architecture teams
  • Respond to customer inquiries and assist in troubleshooting and resolving issues
  • Provide hands-on technical support for the customers to solve production issues.
  • Track bugs with the Salesforce and JIRA tools. Identify, analyze, and document problems with program function, output, online screen, or content
  • Create knowledge-based content such as troubleshooting articles and best practices

Requirements:

  • Deep technical expertise and hands-on technical skills in troubleshooting networking and security products
  • Experience working with technologies deployed on public clouds like AWS, Azure and GCP
  • Professional written and interpersonal skills are essential when communicating with customers
  • Accept constructive criticism and customer feedback regarding their experience with customer interactions
  • Experience with Python, shell scripting, automation, Terraform and CD pipelines
  • Experience working with virtualization technologies like VMware, Hyper-V, Xen
  • Familiarity with virtualization and/or storage and network management

Qualifications and Experience:

  • Bachelor’s or Masters in Computer Science or equivalent
  • 7+ years of relevant technical support / escalation experience