Data mining - Product Development queries, tickets analysis, etc.
Submit new required support tools for various customer success teams
Fasttrack/support tools mapping
Product SMEs (Subject Matter Experts) for major features
Providing supportability updates via Emails / Knowledgebase articles
Training for internal teams
Consultation for other teams / Product Development/ Technical Account Managers / Managed Services /Sales.
Tools creation (scripts)
Requirements:
Degree in Computer / Network / Software Engineering or equivalent
Experienced in preparing escalations for R&D review / working with R&D to resolve issues / reproducing customer issues / applying and testing hotfixes / using debug commands and tools to isolate issues
Networking knowledge in Internet environment (TCP/IP, HTTP, DNS, HTTPS/SSL/TLS, Layer2 thru Layer7, load balancing, proxies)
Experienced with analyzing Wireshark/TCP-dumps and Debugging tools such as Burp/Fiddler/Postman
Good knowledge of SQL protocol and databases
Solid/Admin level Experience with different OS, Unix, Linux, and Windows
Working Knowledge in programming or ability to read/write pseudo code, as well as scripting languages - Python/Bash/etc, and Regex
Have the ability to prioritize based on facts and problem severity and/or business impact
