Description

Provide advanced technical support to resolve complex system-level issues impacting product performance at customer sites. Own the full lifecycle of support cases and collaborate with Engineering to diagnose and replicate problems.

Responsibilities

• Troubleshoot and debug hardware and software issues using standard diagnostic protocols.
• Manage customer support cases via phone, email, and chat while performing on-site visits.
• Collaborate with Engineering to accurately diagnose, replicate, and resolve reported problems.
• Mentor new team members and provide technical documentation to field specialists and sales teams.
• Implement software updates and manage product releases to align with customer business strategies.

Required Skills

• 5+ years of experience in a technical support domain.
• Strong SQL skills with the ability to understand and execute complex statements.
• Technical knowledge of storage systems and TCP/IP networking.
• Proficiency with Windows Operating Systems, MS Excel, and Outlook.
• Experience with Windows Active Directory.
• Familiarity with CCD and/or digital camera technologies for video image quality tuning.
• Proven ability to manage multiple urgent issues in parallel.

Preferred Skills

• Experience in high-level technical troubleshooting and hardware debugging.

Key Skills

Education

Any Graduate