Technical Support Specialist / Spécialiste - Soutien technique

Job summary:

Working in the L3 customer support team, lead complex troubleshooting and resolve critical or escalated technical issues in close cooperation with R&D.

What you’ll do:

• 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

What we’re looking for

Technical:

• 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 scripting (Bash, Python)
• Expertise with virtualization technologies (VMware, Docker, Kubernetes)
• consideration for database (SQL, Sybase, Oracle)
• Consideration for Big Data architecture knowledge

Required 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; French spoken is very desirable;
• 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

Must Have:

• Bachelor degree in Software Engineering or Computer Science
• Minimum of 3 years in hands-on technical role
• Includes occasional after hours and weekends shift work