PartnerOne

Technical Support Engineer

PartnerOne

full-time

Posted on:

Origin:  • 🇪🇬 Egypt

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Job Level

Mid-LevelSenior

Tech Stack

ChefCyber SecurityIoTLinuxMongoDBMS SQL ServerMySQLNoSQLPuppetPythonSaltStackSQLSwitchingUnix

About the role

  • Reviews technical solution articles for accuracy and completeness and gives feedback to the authors.
  • Acts as a remote customer advocate to champion specific customer needs in collaboration with field team.
  • Participates in and leads conference calls with customers; communicates appropriately to audience.
  • Participates in eServices content creation and maintenance (Chat, Knowledgebase, Support forums); regularly submits knowledgebase content.
  • Validates technical information, issues early warning and disseminates information as needed.
  • Interfaces directly with customers at different stages of problem resolution: understands issues, communicates plans, explains developments, and conveys resolution.
  • Assesses when to engage or escalate to more senior resources for complex issues.
  • Manages own schedule of cases, determines priorities, negotiates and sets expectations with customers.
  • May require shift work, holidays, weekends and on-call responsibilities (24x7x365 organization).
  • Works toward becoming subject matter expert in specific areas; mentors and coaches less experienced TSEs; develops and delivers presentations and informal training.
  • Applies systems analysis techniques to determine hardware or software systems functionality.
  • Uses technical troubleshooting tools and diagnostic procedures to diagnose and resolve issues in complex customer environments.
  • Systematically gathers and analyzes information to diagnose and resolve issues; determines appropriate tools and tests; documents and communicates status in service request case notes.
  • Contributes and develops knowledge-base articles and may perform senior/expert level tasks for assigned products.

Requirements

  • Excellent troubleshooting and customer support skills.
  • Strong organizational skills – comfortable with managing and prioritizing customer caseloads.
  • Ability to visualize, articulate, conceptualize, or solve both complex and straightforward problems.
  • Ability to work well in a team environment.
  • Excellent verbal and written communication skills.
  • 2 or more of the following skills required: Hands-on Unix/Linux system administration with strong command line knowledge; Proficient knowledge of network security (firewall configuration, SSL, Proxy, IPSEC VPN); Knowledge of network fundamentals (routing, switching, VLANs, VPNs); Technical proficiency across Windows platforms (Windows Server, Active Directory, SQL Server); Strong knowledge of Relational (MySQL) and NoSQL (MongoDB) databases; Configuration management fundamentals (Chef, Puppet, Salt); Scripting (Python); Security assessment tools (Nmap, Nessus, Metasploit) and packet capture analysis tools (Wireshark, tcpdump).
  • Any of the following certifications is a plus: Linux Administration (RHCSA, RHCE), Security certificates (CEH, Security+), Microsoft (MCSA, MCSE), Networking (CCNA, CCNP).
  • Typically requires 3+ years of related experience in a professional role with a bachelor’s degree; or an advanced degree without experience; or equivalent experience.