Description
Additional Responsibilities to be added in the next level: Monitor case ratios and provide technical guidance to team members, Resolve escalated case or follow case dispatch SOP.
Eligibility
Roles & Responsibilities
Provide post-sales technical support, configurations, troubleshooting, and standard methodologies to customers via phone, e-mail, and web
Handle support cases to ensure issues are recorded, tracked, resolved, and follow-ups finished in a timely manner
Use fault isolation and root cause analysis skills to diagnose and solve technical issues
Work to reproduce customer issues.
Publish Technical Support Articles and other user documentation in the Knowledge Base
Build a positive customer experience by working closely with Engineering, Sales, Pre-Sales, Quality Assurance, and Marketing

Experience:
Bachelor’s / Master’s degree in Computer Science or technical cybersecurity program
Over 1 year of experience in working in a TAC environment is desired.
Have intermediate knowledge in Computer Networks and its workings.
Knowledge and an aptitude to learn of platforms like NGFW, Cloud, Virtualization, modern network threats and malware, network forensics, automation through AI and ML and endpoint security.
Skills
Should have good interpersonal skills.
Should have good time management and negotiation skills.
Working proficiency in verbal and written English.
Certifications

Should have at least first level of certifications in R&S or securities.

Certifications / Training needed for the next level: PCCSA

Additional Responsibilities to be added in the next level:
Monitor case ratios and provide technical guidance to team members, Resolve escalated case or follow case dispatch SOP.

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