Tech Support Engineer

Responsibilities:• Help customers solve technical issues and properly set up their products.• Answer questions from customers and prospective customers about the features and capabilities of the company’s products.• Analyze customers problems by using remote access, debug files, network captures and more.• Recreate customers symptoms at test lab and assist in troubleshooting and resolving product bugs.• Follow up on customer cases/tickets through the company’s CRM.• Write customer-facing technical documentation for the company’s knowledge base and website.• Communicate customer needs and wishes to the company’s development team.
Requirements:• 3+ years of technical support experience.• 1+ year experience with SQL and database administration• Technical BA/BSc degree or equivalent combination of education and experience in a computer technology field• Solid knowledge of internet protocols such as TCP/IP, HTTP, SSH, and DNS, as well as the ability to use diagnostic tools such as packets sniffer, ping, nslookup, etc. – Mandatory•Good Windows (including servers), Mac & Linux admin skills and troubleshooting ability – Mandatory•Experience with storage systems – an advantage• Quick learner with a desire to learn new tools and techniques• Multi-tasking and problem resolution abilities• English – Fluent (verbal and written)