Cloud Support Specialist (3+ Yrs)
Sr. Cloud Support Specialist ( 5+ yrs)
Responsibility
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Provide phone/email consultation to independently debug complex security/network problems.
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Manage, escalate, and drive satisfactory resolution of client’s operational issues.
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Own the customer technical engagement. Meet regularly with customer leadership and operational teams to provide insights on how our service helps them achieve their business goals.
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Proactively drive security and operational best practices and various other initiatives.
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Interface with Engineering and assist the customer with testing or troubleshooting.
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Reproduce customer issues to verify problems and provide feedback to Engineering and Operations teams.
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Manage incidents and drive to resolution and work with cross functional teams to provide RCA to the customer and document such instances.
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Actively contribute to creating knowledge base articles.
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Ability to mentor other engineers on advanced troubleshooting, debugging and case management skills.
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Understand the product direction and customer use-cases and provide input on the product improvements.
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Ensure to keep up with product evolution via self study and be a team player.
Skills
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Expertise on ZTNA, Firewall , Proxy products.
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Proficient in Networking concepts, TCP/IP, IPSEC-VPN, SSL, HTTP, SAML
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Good analytical and problem solving skills with respect to troubleshooting in various scenarios.
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Conversant with Wireshark and Fiddler.
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Fundamentals of OS eg, Windows , MAC OSx, Linux
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Working knowledge of Cloud Platforms (AWS, Azure, GCP), SCIM (Azure, Okta), Cloud Security Posture Management, etc will be an added advantage.
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Ability to build relationships with and influence other functional areas