What are the responsibilities and job description for the Senior Technical Support Engineer position at Orama Solutions?
Responsibilities:
- Provide exceptional technical support to enterprise customers, promptly addressing their queries and issues via various communication channels (email, phone, chat).
- Demonstrate a deep understanding of our products and its integration with clients' systems to offer effective solutions and guidance.
- Collaborate with cross-functional teams, including development and QA, to escalate and resolve critical customer issues promptly.
- Document customer interactions, technical solutions, and best practices to create an organized knowledge base for both internal and external use.
- Actively contribute to product improvement by providing valuable feedback and insights gained from customer interactions.
- Work independently with a self-sufficient and proactive approach while adhering to established SLAs and performance metrics.
- Ability to work off-hours when needed.
Must haves:
- 5 years of hands-on experience in support roles, working directly with enterprise customers.
- 5 years of proven experience in troubleshooting methodologies and problem-solving skills.
- 3 years of working in a startup environment and the ability to thrive in a fast-paced, agile atmosphere.
- In-depth knowledge of network and security devices, such as Okta, Zscaler, and Siem.
- Expertise in OS systems, including, Windows, Mac and Linux.
- Strong debugging skills for Windows applications and a solid understanding of the HTTP protocol.
- 5 years of experience with IT tasks like installing virtual machines and configuring IT environments.
- 5 years of experience with support methodologies and tools (Confluence, Salesforce, Jira).
- 3 years of experience working with Log systems like Coralogix, and Sentry.
