- Support cloud and on-premises software platforms
- Understanding and problem solving of holistic system architectures such as cloud and on-premises platforms
- Identifying, troubleshooting, and resolving issues
- Provide customers with exceptional customer support experience
- Work cross-functionally with product management, development, and QA teams to assist with root cause determinations and driving issues to close
Preferred candidate profile
- 3+ Years in Customer Support Engineering, Solutions Engineering, or Systems Testing teams
- In depth understanding of and experience with cloud platforms, on-premises applications, and customer environments
- Intermediate to advanced networking skills; understanding of hardware and communication protocols (e.g., L2 STP, VLAN, 802.1q trunking; redundancy protocols
- L3 basic L3 routing
- TCP/IP; firewall
- Syslog
- SNMP; troubleshooting)
- L3 routing protocol knowledge (OSPF, BGP, ISIS, etc.) beneficial but not required
- Prior direct internal and/or external customer facing experience