Your Role
As a Technical Support Engineer II, you will be responsible for:
- Monitor and triage incoming support cases via a shared queue.
- Prioritize and resolve quick-win issues to meet response and resolution SLAs.
- Identify and escalate Severity 1 cases following established protocols.
- Maintain and update backlog cases with clear, structured documentation.
- Participate in weekend/on-call support as per the rotation schedule.
- Troubleshoot issues related to Linux systems, basic networking, virtualization, and cloud environments.
- Reproduce customer issues in lab environments and provide detailed findings to R&D when needed.
What You Need
Non-negotiable Requirements:
- Prior Enterprise Customer experience (supporting global clients or customers, not internal users)
- Prior direct experience working for vendors and supporting paying customers. (example of vendors include Cisco, Palo Alto, Checkpoint, Sophos, etc.)
- Proven experience, hands-on with the networking devices (basic), security devices, and a good grasp of the Linux Operating system
- A minimum of 4-5 years of knowledge/prior experience in Linux Operating System is required.
- Global support experience working with internal and external stakeholders is a requirement.
- Excellent communication skills.
- Basic knowledge of any Scripting Languages like Bash, PowerShell, and Python would be nice to have.
