Technical Support Engineer (application performance tools)

Our client a global software company specialising in WAN optimisation / application performance tools

As part of technical team member of Support organization worldwide, the support engineer perform a vital role in ensuring and maintaining customer satisfaction. The successful candidate must be very comfortable in a highly technical environment while maintaining a great customer service attitude.

Responsibilities:
Provide intensive technical support to customer as well as internal organization through phone, email or web
Ensure high customer satisfaction and maintain great service attitude
Follow through on cases to the closure
Ensure the support case in the CRM system is updated
Participate and lead regular technical session internally
Contribute to the technical community across organization
Contribute and provide feedback to support infrastructure and tools e.g. Support website, Knowledge base solution, Analysis and troubleshooting tools

Requirements:
Maintaining great team work attitude with peers worldwide
Maintaining great service attitude
Willing to work in a strict and regular 8:00am 5:00pm working hour
Minimum of 5 years experience in a technical support position, preferably with a networking technology company.
Deep knowledge of networking and storage, UNIX/Linux/Microsoft platforms and other related areas
Understanding and diagnosing packet traces is necessary.
Familiar with tools such as ethereal/wireshark, tcpdump is preferred.
Experience supporting and troubleshooting enterprise LAN/WAN equipment is preferred.
Experience with networking and application protocols, such as HTTP, CIFS, MAPI, NFS, MS-SQL, SSL, QOS is very important.
Strong communication skills with customers, as well as internal organization.
Industry certificate in networking, Microsoft platforms, storage and Linux/Unix is highly preferred. CCIE is a plus.

Base salary (up to 60-100K) + bonus + stock options

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