Technical Support Lead

We are searching for experienced Technical Support Lead that will bring our Technical Support team to the next level.

Responsibilities:

• Overseeing work of technical support while performing hands-on activities
• Provide technical support to worldwide customers and partners over web, phone, mail
• Manage support cases to ensure issues are recorded, tracked, resolved, and follow ups are done in a timely manner;
• Run online sessions with customer to understand and troubleshoot issues, providing workarounds and solutions;
• Perform root cause analysis for technical issues;
• Document problem resolution steps, maintain and update internal knowledge base
• Work closely with R&D and Customer Success team

Requirements:

• Minimum 2-3 years of experience being senior support engineer or support lead in a software vendor company
• Knowledge of L2/L3 technical support processes
• Previous experience with technical services for international customers
• Fluent spoken and written English – a must
• General understanding of virtualization, system and storage concepts (e.g. LUN, WWN, SAN/NAS, Cluster, VM, Virtual network, Container)
• Highly technical and analytical thinker
• Hands-on experience with Windows / Linux / VMware / Windows AD, GPO / Shell scripting / AWK / SQL – an advantage