Advanced Technical Support Engineer
On-siteChennai, Tamil Nadu, India
Job Summary
Handle escalated customer issues reported from Tier 1 support, taking ownership from diagnosis through resolution. Research, troubleshoot, and identify solutions for technical problems involving SSL/TLS, certificate lifecycle, and server/network environments. Assist customers via phone, email, or chat by asking targeted questions to determine root causes and provide accurate feedback. Prioritize multiple open issues, ensure proper logging, and follow standard procedures for escalating unresolved matters to Shift Leads or internal teams. Contribute to the Knowledge Base by documenting known issues and fixes while communicating clearly with end users and colleagues to ensure customer satisfaction.
Required Qualifications
- Minimum of 3+ years of experience in technical support or help desk environments
- Strong understanding of SSL/TLS, certificate lifecycle
- 3 to 5+ years of customer support / help desk experience
- Experience working with large accounts
- Familiarity with ticketing systems such as Salesforce, Zendesk, or Freshdesk
- Technical knowledge/experience/certifications with Microsoft, Cisco, (and / or) within the Security Industry
- Strong knowledge of Linux Apache and Windows operating systems
- Knowledge of Windows networking
- Experience with information security products
- Knowledge of Internet protocols and services including TCP/IP, DNS, SMTP, SSH, and SSL http/https
- Strong knowledge of Active Directory
- Applied knowledge troubleshooting server-level issues
- Ability to communicate effectively in English, both verbally and in writing
- Must be able to work shift work Monday through Friday including holidays based on business needs and possible Weekends and after hours
- Must be willing to carry the after-hour Support pager
- Must have the ability to thrive in a start-up environment while applying existing skill sets and training to increase knowledge base
Desired Qualifications
- Bachelor's degree in Computer Science, Engineering, or a related field (or equivalent experience)
- Ideally 3 to 5+ years is preferred with some experience in an escalation role
- Strong communication and organization skills, with attention to detail and must be able to multi-task
- Superior customer service and phone mannerism
- Computer literacy skills must include the use of e-mail, databases, and word processing applications
- Excellent interpersonal and organizational skills
- Strong experience on handling customer issues and possess qualities such as integrity, fair mindedness, and a persuasive, congenial personality
- Excellent verbal and written communication skills
- Must be able to work shift work Monday through Friday including holidays based on business needs and possible Weekends and after hours
- Must be willing to carry the after-hour Support pager
- Operate well in a fast-paced, dynamic, and global environment without requiring significant supervision
- Can think creatively and independently to resolve conflict as well as solve problems
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