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Technical Support Engineer 2

20 hours, 12 minutes ago
Egypt
Full-time
Mid Level
Technical Support Engineer
Customer and Technical Support
Active Directory Chef Cybersecurity IoT Metasploit MongoDB MySQL Network Security Nmap Puppet Python SaltStack SIEM SQL Server TLS Windows Server Wireshark
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PartnerOne

PartnerOne

PartnerOne specializes in enterprise software solutions that manage extensive data environments through hyper automation, virtualized cloud storage, artificial intelligence, and metadata analytics, serving many of the world's largest corporations.

Media
51-250
View All Jobs 29

Description

  • Review technical solution articles for accuracy and completeness and provide feedback to authors.
  • Act as a remote customer advocate and collaborate with the field team on customer needs.
  • Participate in and lead conference calls with customers, adapting communication to the audience.
  • Create and maintain self-service support content such as chat resources, knowledgebase articles, and forum posts.
  • Validate technical information, provide early warnings, and disseminate updates as needed.
  • Work directly with customers throughout the problem-resolution process, including issue clarification, status updates, and resolution communication.
  • Decide when to escalate cases to more senior resources for complex issues.
  • Manage an assigned case schedule, including prioritization and customer expectation-setting.
  • Apply systems analysis and technical troubleshooting methods to diagnose and resolve complex customer environments.
  • Maintain closed-loop communication and thorough documentation in service request case notes.
  • Mentor and coach less experienced TSEs and contribute to informal training and presentations.
  • Develop knowledge-based articles and support senior-level tasks for assigned products and skills.

Requirements

  • Excellent troubleshooting and customer support skills.
  • Strong organizational skills with the ability to manage and prioritize customer caseloads.
  • Ability to analyze problems and make sound decisions using available information.
  • Ability to work effectively in a team environment.
  • Excellent verbal and written communication skills.
  • Two or more of the following skill areas are highly required: Unix/Linux system administration with strong command-line knowledge, network security and firewall/SSL/proxy/IPSEC VPN configuration, network fundamentals including routing/switching/VLANs/VPNs, Windows platforms including Windows Server/Active Directory/SQL Server, relational and NoSQL databases such as MySQL and MongoDB, configuration management tools such as Chef/Puppet/Salt, Python scripting, security assessment tools such as NMAP/Nessus/Metasploit, and packet capture analysis tools such as Wireshark/tcpdump.
  • Certifications in Linux administration (RHCSA, RHCE), security (CEH, Security+), Microsoft (MCSA, MCSE), or networking (CCNA, CCNP) are a plus.
  • Typically requires 3+ years of related professional experience with a bachelor’s degree, an advanced degree without experience, or equivalent experience.
  • Shift work, holidays, weekends, and on-call responsibilities may be required in a 24x7x365 support environment.

Interested in this position?

Apply directly on the company website

Apply Now

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