Post-sale Customer Field/Support Engineer interfacing with clients as a technical expert during initial implementation and ongoing support at customer sites.
Provide Tier 1-3 level support including reproduction and documentation of system events.
Perform onsite and remote installations worldwide.
Diagnose, troubleshoot, and resolve issues providing root cause analysis to customers.
Perform onsite customer training during initial installation and ongoing as required.
Collaborate with customers to engineer effective solutions incorporating Waterfall products.
Collaborate with Pre-Sales and Sales teams to educate and gather customer needs/requirements.
Monitor assigned customer support cases and update activities in company tracking system.
Document service and installation actions by completing forms, reports, logs, and records.
Requirements
3 to 5 years’ experience working in IT or OT Infrastructures – Networking Fundamentals, Traffic capture and analysis, IT or OT Network Protocols, Security, Scripts, Batch files.
Advanced level Windows and Linux environment mastery, including OS installation, system modification and debug.
3 to 5 years of experience as a Technical Support Engineer or similar role.
Proven troubleshooting capabilities of software and hardware issues.
Great customer interpersonal and communication skills.
Availability for frequent traveling – approx. 40% of the time when applicable.
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