Support Engineer - L1
Posted Updated 1
view
Description
The Support Engineer is a seasoned professional who understands
challenges faced by organization in implementing security technologies in
hybrid environments. You will be engaged in firsthand customer interactions to
resolve customer issues. If you have technical depth and desire to work in
dynamic and high growth environment, this role is for you.
- Provide
well-thought out and reliable direction, both in technical and
non-technical terms, to help customers integrate, deploy and maintain the
Sectona products.
- Take
end-to-end ownership of customer issues, including initial
troubleshooting, identification of root cause and issue resolution.
- Meet
or exceed customer expectations on response quality, timeliness of
responses and overall customer experience.
- Serve
as internal and external point of contact on customer issues and ensure
they are resolved as expediently as possible.
- Collect
information and document bugs with Engineering for product issues that are
impacting customers.
- Provide
feedback to the training and documentation organization so that common or
emerging issues can be addressed before they become serious or widespread.
- Create process or
troubleshooting documentation in the support knowledge base.
Requirements
Skills and Experience:
|