Technical Support Specialist / Spécialiste - Soutien technique

Pune, India

We are looking for a Customer Specialist to join the EXFO’s service assurance, systems & solution customer support group. The person we are looking for possesses strong customer facing skills with a focus on systems administration & troubleshooting.

At EXFO, you will work day-to-day with worldwide software development, system engineering and support teams. Your primary responsibilities will be to analyze and resolve customer issues in partnership with the different engineer teams of our solutions for network monitoring & analytics.


  • Lead complex troubleshooting and resolve critical or escalated technical issues;
  • Configure and troubleshoot customer related issues on our servers. Participate actively in on-call support with different global field partners, which may include occasional after hours and weekends shift work
  • Reproduce customer issues in self built lab environments & qualify fixes provided by engineering
  • Participate to customer issues prioritization calls with the various support teams
  • Build automation and participate actively in the scripting strategy, to restore & resolve customer issues
  • Troubleshoot customer system’s performance at the hardware, software and Database level
  • Be involved with software development team for future development and improvements to be implemented from the collected customer cases from the support group
  • Accountable for customer satisfaction on the resolution
  • Ensure the transfer of technical knowledge to support and engineering teams

Technical Requirements

  • Advanced level Linux skills, including installation, systems administration and troubleshooting;
  • Advance level web application (Proxy, SSL, Java)
  • Advanced Wireline & Wireless protocol understanding
  • Advanced networking skills (TCP/IP, Subnetting, VLANs, IPv4/IPv6 routing, firewall and SSL/IPSec VPNs)
  • Experience with database (SQL, Sybase, Oracle)
  • Experience scripting (Bash, Python)
  • Expertise with virtualization technologies (VMware, Docker), Openstack
  • Consideration for Big Data architecture knowledge

Required skills and aptitudes

  • Strong communication and collaborative skills are a must;
  • Ability to communicate clearly and transparently in English, verbally and in writing, keeping the right people informed of relevant issues; 
  • Work well in a fast paced, dynamic environment with geographically distributed teams;
  • Self-motivated, results-oriented with a strong desire to learn;
  • Ability to Analyze and Prioritize.
  • Ability to drive special task force teams to accelerate specific customer situations


  • Bachelor degree in Software Engineering or Computer Science
  • Minimum of 10 years in hands-on technical role
  • Includes occasional after hours and weekends shift work
Technical Support Specialist / Spécialiste - Soutien technique Pune, India | Posted enero 25, 2021

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