Manage the full lifecycle of assigned technical support tickets, performing routine follow-ups and documentation within the case management system.
Resolve escalated technical incidents from the Technical Support and Technical Account Management teams using a one-touch resolution framework.
Author and maintain internal and external knowledge-base articles, how-to guides, and troubleshooting documentation.
Analyze ticket patterns and provide objective feedback to management regarding improvements to support processes and procedures.

Requirements

3+ years of professional experience in a Technical Support role specifically within the software or technology sectors.
Professional experience troubleshooting networking fundamentals, including TCP/IP, routing, subnets, firewall rules, and proxy connectivity.
Experience utilizing RESTful APIs and navigating Linux Shell environments to perform technical tasks in an enterprise setting.
Proven ability to translate complex technical concepts into written business-to-business documentation and escalation notes for senior engineering teams.

Benefits

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

technical supporttroubleshootingTCP/IProutingsubnetsfirewall rulesproxy connectivityRESTful APIsLinux Shelldocumentation

Soft Skills

communicationanalytical skillsproblem-solvingfeedback provisionwriting