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
