Role descriptionWe are looking for a
Support Engineer to provide technical support and troubleshooting for cloud and network infrastructure environments. In this role, you will act as a frontline technical resource, resolving complex customer issues through phone, email, and web-based support channels.
You will own customer incidents from initial diagnosis through resolution, collaborating with engineering teams, subject matter experts, and management when required. The position requires strong technical expertise, excellent communication skills, and a customer-focused mindset.
Key Responsibilities- Provide technical support for complex cloud and networking issues.
- Own customer incidents from identification through resolution.
- Troubleshoot and resolve escalated technical issues.
- Collaborate with engineering, operations, and cross-functional teams.
- Contribute to product improvement initiatives through customer feedback.
- Develop knowledge base content and self-help resources.
- Maintain high customer satisfaction and support quality standards.
- Continuously build technical expertise and serve as a subject matter expert in assigned areas.
- Participate in readiness, training, and process improvement initiatives.
Required Qualifications
Language Requirements- Fluent English communication skills (reading, writing, and speaking).
Technical SkillsNetworking- Strong understanding of TCP/IP and the OSI model.
- Experience with network administration and infrastructure support.
- Expertise in troubleshooting large-scale network environments.
- Experience using packet analysis tools such as:
- Wireshark
- Network Monitor
- Message Analyzer
- Knowledge of:
- VPN
- IPsec
- DHCP
- DNS
- HTTP/HTTPS
- MPLS
- BGP
- Layer 2 and Layer 3 networking
- Hands-on experience with:
- Firewalls
- Proxy solutions
- Network monitoring and diagnostics
Cloud & Virtualization- Understanding of Private, Public, and Hybrid Cloud environments.
- Familiarity with Software Defined Networking (SDN).
- Experience supporting Windows and/or Linux operating systems.
- Knowledge of virtualization technologies and virtual infrastructure management.
Cloud Platform- Knowledge of cloud platform services and architecture.
- Understanding of cloud deployment and operational concepts.
- Experience troubleshooting cloud-based solutions and services.
Operating Systems & Virtualization- Familiarity with:
- Active Directory
- Security concepts
- OS internals
- Understanding of virtualization technologies and administration.
- Experience with hypervisor configuration and management.
Preferred Skills
Networking Technologies- Virtual IPs (VIPs)
- NAT
- DNS
- Load Balancing
- Geo-Redundancy
- CDN Technologies
- VPN Solutions
Networking Tools- Ping
- Tracert
- Tracemon
- Wireshark
- Other network diagnostic utilities
