Technical Support Engineer

About This Role

• As a Level 1 Technical Support Engineer, you will be responsible for resolving customer technical issues.
• Key strengths for this role would be motivated, keen to learn, strong customer service and technical problem-solving skills, someone who embraces challenges.
• To be successful in this role, you will: Be handling complex queries while providing world class support to our Japan customers Primarily Hands-on experience with diverse networking devices like routers, switches, firewalls Working experience in Firewalls and Network Security Products Knowledge on Linux OS is a plus Troubleshoot, research and resolve issues, using labs, logs bundles and knowledge base, peer to peer collaboration and other tools you will learn in this role.
• Partner with Engineering, Field Teams and Technical experts to resolve issues to make it easier for customers to use our technology.
• Work directly with staff in quality assurance, engineering, sales, marketing, operations, and administration to resolve problems.
• Updating and creating knowledge articles for global circulation and use, based on the issues you have resolved.
• Work in an environment of on-going development, coaching, surrounded and supported by a team of highly skilled engineers and supported by a leadership team involved in and committed to your success On a day to day basis, you'll be responsible for a variety of initiatives, including: Able to self-drive customer requirements and prioritize work Function as technical point of contact for customer issues troubleshooting Drive communication between customer and engineering teams, providing detailed communications and instructions Able to recreate customer issues in Lab.
• We will also consider qualified applicants with arrest and conviction records consistent with local law.
• If you are located outside USA, please be sure to fill out a home address as this will be used for future correspondence.