Technical Support Engineer - Level 3

Primary Responsibilities:

· Provide technical support through a variety of channels (phone, email, chat, remote access) to understand issues and provide technical solutions to the customer.

· Act as the final escalation point for challenging issues. Ensure that customer issues are addressed with the highest level of technical proficiency and that customer satisfaction remains high.

· Diagnose, find root cause, and troubleshoot reported issues by analyzing various logs and best practices. Work with customers to resolve network routing, configuration, and performance issues. Have expertise in Wi-Fi technologies, Wi-Fi system design, and network troubleshooting skills.

· Take the lead to investigate potential bug reported by the customer. Be able to reproduce the issue, document relevant information, and escalate to product and development team.

· Create and maintain comprehensive documents on troubleshooting processes, solutions, and best practices. These documents will be used for training and knowledge base.

· Train and mentor junior support staff to assist in their professional growth and skill development.

· Keep up with industry trends, the latest best practices and technologies, and product updates to maintain their expertise and provide the most relevant solutions to customers.

· Create and implement solutions for AI resolution bot.

· Performs related duties as assigned.

Requirements:

· Bachelor’s degree in a technical discipline such as Computer Science, Computer Information Systems, Computer Networking with 4 years of experience in similar technical role.

· Able to engage clearly and effectively with customers. Ensuring that technical issues are communicated in understandable ways.

· Solid understanding of network protocols, routing, and security principles.

· Experience with virtualization technologies (VMware, Hyper-V) and cloud platforms (AWS, Google Cloud) is advantageous.

· Possess a clear understanding with high competency of TCP/IP, VLAN, Wi-Fi technologies (Access Points, routers, and network switches…), in a WAN / LAN network.

· Have expert knowledge with Wi-Fi system design and network troubleshooting utilizing network diagnostic tools.

· Experience in responding to critical customer-facing issues.

· Ability to navigate complex issues that involve several network technologies, and how they may relate to one another.

· Must be a self-starter and problem solver.

Industry certifications such as CCNA, MCSE, CompTIA Network , or equivalent is highly desirable.