Shift Timing: Should have overlap with US business hours
Role: Technical Support Agent
Description: Technical Support Agent will troubleshoot and resolve technical problems of Apigee customers by using the skills in Apigee product, debugging, networking and system administration.
Qualifications and Experience:
1. Bachelor’s degree in Computer Science, Information Technology, or related field of study
2. 2 to 5 years of IT experience
3. System/network administrator level knowledge of Linux/Unix or Windows operating systems
4. Knowledge of Networking fundamentals (TCP/IP, Routing, Load Balancing, etc.)
5. Solid knowledge of web technologies (HTTP, HTML, DNS, TCP, etc.) and REST APIs
6.
Strong analytical and problem solving skills
7. Excellent written and verbal communication skills
8. Customer Support Experience
Technical Needs: Google Apigee with troubleshooting skills Domain Needs: Soft Skills, Cloud and Apigee Knowledge
Responsibilities:
1. Own, troubleshoot and resolve customer problems through effective technical diagnosis and resolution
2. Create and deliver high quality incident reports for customer’s critical issues
3. Develop a good understanding of Apigee product technology and enhancements by troubleshooting, performing deep-dive analysis, determining the root cause of customer issue