Support Engineer

• Drive the overall post-sales technical support of customers: Diagnose, troubleshoot, and resolve issues by proposing simple and effective solutions, with necessary workarounds.
• Provide responsive and timely service to customers on new tickets by priority, complying and exceeding SLA goals on response and resolutions.
• Ensure proper logging of all issues, steps and root cause analysis.
• Document RCA as repeatable resolutions as KB articles in the knowledge base.
• Conduct ticket escalations to engineering while managing the entire resolution lifecycle.
• Understand and implement key operational metrics, such as MTTR, NPS, CSAT, in day-to-day technical support functions.
• Balance the sales acumen for customer relationship management with deep technical skills in areas, such as Data Privacy and Security (DLP, Encryption, Access, Classification etc), SQL/NoSQL databases, Linux and Bash scripting, Networking and OSI model, Filesystems, Cloud Platforms, Docker/Kubernetes containers, and Virtualization.
• Interface with engineering and product management for ticket escalations as well as a feedback loop in the form of issues, bugs, usability insights and enhancement requests.

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