Advanced Solution Support Engineer

Advanced Solution Support Engineer Full Time Benefits Advanced Solution Support Engineer, with a strong technical background and experience in solution & project support, to provide customer support for the Americas region

• Handle technical issues generated by customers in daily operation and/or in projects
• Handle cases either onsite or remotely depends on customer location and requirement
• Troubleshoot and fix technical issues on products for customers, use call/email/chat to support customers, use CRM to manage cases
• Reproduce and escalate higher level issues directly to R&D
• Directly communicate to customers or partners during troubleshooting and issue fixing
• Report to regional Technical Customer Support Director, follow leadership of global technical customer support team
• Cooperate closely with other internal teams
• Follow SLA & KPI, improve technical support quality

• Linux and windows system engineering experience
• Open-source tools e.g. Nginx, Elastic Search, Open DJ - Advanced
• Enterprise network services - Advanced
• Project management skills - beginner
• 3 years experience in technical support or IT support
• 3 years experience supporting solutions & projects
• Excellent hands-on problem-solving skills & follow through in one-on-one and group situations
• Outstanding communication skills (written & verbal)
• Proven customer experience with technical orientation
• Fast learner
• Thrives in complex and challenging /fast changing environments

• Knowledge of: AWS Cloud/MS Azure
• Knowledge in databases
• Mobile phone OS (iOS, Android)
• Technical Certifications (i.e. CCNA,MCSA)
• Experience in Mobile Cellular world
• Experience in SaaS environments

• You're passionate about support, to be in the front, and solving problems for others
• Strong communicator - (verbal & written)
• Able to work in both team environment & individually

• English - verbal & written
• Spanish &/or Portuguese (a +)