Level 2 Technical Support - Corvil

The Technical Support Engineer serves as a champion for Pico’s customers. In pursuit of that goal, the Technical Support Engineer will partner with our customers to place emphasis on issue prevention rather than resolution.  The Technical Support Engineer handles direct technical customer inquiries, performs complex root cause analysis duties and maintains customer satisfaction from a technical and professional level. This is a very dynamic and technically challenging role where you will be providing escalation support, interfacing with engineering on deep product issues, contributing to ongoing projects revolving around support tools, knowledge management, self-service initiatives and more. The successful applicant will have 3+ years’ experience providing Level 2 technical support for enterprise products in mission critical environments to a global customer base. Suitable applicants must be available to provide on-call support on a scheduled basis.

• Working knowledge of Linux systems, network configuration, and general troubleshooting
• Demonstrable ability to isolate problems between hardware and software and to provide relevant information to the development teams
• Proven working knowledge of TCP/IP fundamentals
• Strong process discipline with a working knowledge of Salesforce or other CRM system
• Third Level Degree in Computer Science, Computer Engineering or a related discipline or equivalent experience
• Excellent verbal and written English-language communication skills to effectively manage the customer relationship
• Ability to work constructively together as part of a team, sharing ideas and resources

• Hands-on experience of network switches, routers, aggregation taps, Linux servers, etc.
• Experience working with financial (FIX, etc.) and enterprise (VoIP, etc.) protocols
• Cisco CCNA certification
• Experience supporting applications deployed in cloud environments (AWS, Azure)
• UNIX scripting languages including Bash, Python, awk, Perl

• Motivated and committed to excellence
• Organized, methodical, and detail oriented
• Good interpersonal skills, especially with customers
• Can quickly grasp and learn new technologies
• Ability to clearly explain complex technological concepts to a non-technical audience
• Ability to remain calm and professional while dealing with customer related issues
• Ability to proactively engage the required resources to ensure the customer expectation is exceeded in a timely manner

This is a Hybrid position with weekly time in the office with the flexibility of working from home. Though travel may be required from time to time, it is not expected to be regular or frequent. The role holder will be expected to work whatever hours are necessary for the performance of this role (recognizing that it involves multiple jurisdictions/geographies including but not limited to EMEA, USA and APAC). 

This position is available with PICO GLOBAL LTD. The controller of your personal data will be PICO GLOBAL LTD.

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