Tier 2 SOC Support Engineer

hace 7 días


Barranquilla, Atlántico, Colombia CRG A tiempo completo

Current job opportunities are posted here as they become available.

At CRG we are looking for an enthusiastic, professional, and driven Tier 2 Support Engineer to join our rapidly expanding, venture-backed startup. The Tier 2 Support Engineer will be responsible to solve technical customer problems, product issues, providing network solutions to all system types (Firewalls, Cloud Infrastructure, etc,), providing solutions as well to client's Platform. If you are a skilled communicator, customer-focused and tech-savvy, this job is for you

Requirements:

  • Fluent in English. High Proficiency level (must).
  • 2+ years of experience in supporting technical solutions for international customers (must).
  • Deep understanding of Network protocols (must).
  • Experience supporting and troubleshooting network problems (must).
  • Excellent communication skills and the ability to work in a fast-paced, team environment (must).
  • Experience in a cloud environment (an advantage).
  • Very customer-oriented and friendly - drive to achieve a satisfied customer, not just a technical resolution
  • Self-starter, able to learn new technologies "on the fly"
  • Structured and process-oriented
  • Ability to multi-task and work independently under pressure

Responsibilities:

  • Working with our customers
  • Taking full ownership of customer technical issues, including initial troubleshooting, identification of root causes, and issue resolution and communication
  • Serving as a point of contact on customer escalations and ensuring customer issues are resolved
  • Leading internal escalations and communicating with the Customer Success, Integration, Infosec, and R&D teams
  • Designing and maintaining the Support knowledge base, keeping it up to date with relevant information
  • Managing internal projects related to support such as training and support readiness for releases.
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