Technical Support Engineer

We are searching for “Technical Support Engineers”, who will be the primary interface for Tier-2 support of the cloud-based software related issues reported by customers. The focus of this position will be debugging and analyzing issues and driving corrective actions of technical issues impacting customers.Characteristics of success in this role include previous experience in supporting or testing WLANs, experience installing and troubleshooting Wi-Fi networks; and having the ability to multitask and work under pressure.Successful candidates must possess excellent verbal and written communication skills in English, as well as a high degree of analytical and investigative skills.ResponsibilitiesDiagnose and troubleshoot the cloud-based software related issues report by the Company customers and partners around the world.Provide support for customer incidents from initial creation to resolution.Effectively communicate with client’s IT teams and customers regarding technical issues and customer service inquiries, both orally and in writing.Be able to isolate problems between network, hardware and software and provide information to appropriate team.Work with engineering team and management to diagnose and resolve critical, escalated issues.Provide timely and accurate status updates to customer contacts and management.Review incoming service desk tickets and prioritize them based on urgency and impact on users or systems.Basic Qualifications3-4 years of experience as a Technical Support Engineer, or relatedExcellent command of both written and spoken English.Experience with Wireless Local Area Networks (WLAN / WiFi)Robust understanding of networking infrastructure and system integration.Understanding of Unix/Linux environmentUnderstanding of database systemsGood analytical and problem-solving skillsExperience in troubleshooting in a technical environment.Good understanding of core Internet technologiesGood appreciation of IT infrastructure components.Ability to prepare technical documentation.Ability to prioritize tasks based on urgency and importance.Motivation to learn new skills and technologies.Should be based on Sri Lanka.Preferred QualificationsIndustry certifications such as Cisco CCNA, CCNP, Linux or similarBachelor’s degree in information technologies, Computer Science, or equivalentGood understanding of Web Services, API, and IP based protocols