Sr. Technical Support Engineer

Location

Teynampet | India

Job description

Description

We are looking for a Senior Technical Support Engineer to work as part of APAC technical Support team and across all functional areas of the company to help resolve customer issues and achieve high levels of customer satisfaction.  The right candidate will be an empowered self-starter familiar with working in a fast pace environment.   The position will have the responsibility to liaison between Global Support and Sustaining Engineering to timely resolve technical issues and to analyze and report on customer satisfaction of products, services, and processes. Mandatory to possess one or more of language skills English and Korean to communicate effectively with APAC regional customers and Partners.

Responsibilities:

• Active participant in the customer support center to assist Global Support team with customer escalations, inclusive of ability to troubleshoot, duplicate and create workaround to achieve high levels of customer satisfaction and success.
• Ability to work with Sustaining and QA to convey customer concerns and requirements to be a champion for the customer in providing a timely problem resolution.
• Ability to manage hot customer escalations and drive issues to completion while keeping all involved parties in the loop.
• Create knowledge Articles from case engagements and share knowledge via TOI and Webinars to support team.
• Ability to maintain the quality of Escalations into Sustaining Engineering

 Required Qualifications:

• Proficient in written and spoken English for Business communication with Global customers and Partners.
• Good to have – Korean/Mandarin/Japanese Language to communicate with regional customers and partners through phone call or e-mail.
• 3yrs to 7yrs Technical experience in Networking Support/SE or Security or QA/Sustaining environments.
• Strong operating and troubleshooting knowledge across various networking technologies such as: Ethernet, TCP/IP, OSPF, Netflow/IPFIX, Deep Packet Inspection, Security (Authentication, Inline, SSL/TLS, Encryption/Decryption) and Test Equipment such as Spirent and IXIA.
• Good Hands-on experience with any/all Virtualization/cloud technology (VmWare, Azure, AWS etc.).
• Experience in writing Knowledge base Articles and a strong believer for Knowledge Centric Support
• Possess excellent customer handling skills to deliver top notch Customer experience for global customers
• Must have good project management, problem resolution and analytical skills.
• Must have a very strong customer focus.
• BS/Masters in Computer Science or Engineering.
• Preferred certifications (CCNA/CCNP/CCIE – Networking or Security, CISSP, VCP (VMware)).
• Willing to work in Asia Pacific hours (APAC).
• Willing to participate in Weekend Rotation shifts.
• Willing to travel if required for onsite customer engagements.

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We are committed to a diverse, equitable, and inclusive Gigamon. As an equal opportunity employer, all applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, disability, veteran status, or any other protected characteristic under applicable federal, state, and/or local law.

Gigamon fosters a business culture dedicated to equitable hiring. If your experience and skills closely match our job description but may not necessarily fulfill all requirements, please still apply. Gigamon is on a continued mission to grow and scale an innovative organization. We believe this is best achieved by hiring, celebrating, and respecting people with diverse backgrounds, skills, perspectives, and experiences.

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Salary