Support Expert

Support

Central, Israel

Description

 Job Overview:

Drivenets is currently seeking an inquisitive, technologically motivated, self-directed Customer Support expert to join our Customer Success Team. It will be your job to deliver exceptional customer experience to Drivenets customers both internal and external.

In this Customer Expert Engineering role, you'll be part of a team that constantly adapts to new technologies, implements new solutions and systems and provides support to disaggregated routing products.

Responsibilities and Duties:

  • Provide world class technical service.
  • Use creative problem-solving skills to help customers implement the required solution.
  • Follow up with customers to verify solutions are successful and achieve the desired impact.
  • Work with R&D to develop and test solutions, install and test new products and versions worldwide.
  • Collaborate with Customer Success managers, PM's, and R&D to meet deadlines and ensure customer satisfaction.
  • Summarize, communicate and escalate the overall customer experience.
  • Mentor and assist other support engineers worldwide.
  •  Use your experience and initiative to help Drivenets continuously improve both processes and services.
  • Travel and on-call may be required occasionally

Requirements

Technical skills:

  • Strong Linux system administration skills, including:
  • Linux Networking (such as vxlan, GRE tunnels, DNS, IP tables etc.)
  • Linux configuration management solutions.
  • Knowledge of saltstack.
  • Strong background of ‘docker’ and ‘docker Swarm’
  • Programming skills, scripting languages & build tools: Python/Perl/Bash.
  • Experience with systems and network monitoring tools.
  • Understanding of Postgrase DB, queries and management.
  • At least 3 years of experience providing technical support for leading operators.
  • Strong problem-solving skills.

Soft Skills:

  • Motivated and self-learner through hands-on experience and on the job learning.
  • Able to work under pressure upholding strict SLA's.
  • Ability to learn and adapt quickly to technologies and technical environments.
  • Excellent human relations, service orientated and excellent team player.
  • Excellent communicator written and spoken:
  • Excellent English spoken and writing skills
  • Ability to document technical information and knowledge sharing with global teams.
  • Additional languages – an advantage