Country/Region: AE
Requisition ID: 22088
Work Model: Hybrid
Position Type: Permanent
Salary Range:
Location: UAE - DUBAI

ESSENTIAL REQUIREMENTS

3-8 years of experience in a technical support role, preferably within the software or IT industry.

• Bachelor’s degree in Computer Science, Engineering, or a related field.

Technical Expertise:
o Proficiency in Linux/Unix operating systems (e.g., Ubuntu, CentOS, RHEL). o Strong understanding of networking concepts (e.g., VLANs, IPTables, subnetting).
o Experience with cloud platforms, OpenStack is mandatory.
o Familiarity with storage technologies (e.g., SAN, NAS, S3) and backup/recovery solutions.
o Basic scripting skills in Python or shell scripting. o Knowledge of Kubernetes is a plus.
Soft Skills:
o Excellent verbal and written communication skills.
o Strong problem-solving abilities with a detail-oriented approach.
o Ability to work independently and manage time effectively in a remote work environment.
o Customer-focused mindset with the ability to empathize with user needs

Key Responsibilities:

• Provide prompt and efficient technical support to global customers via phone, email, and web-based tools. Troubleshoot and resolve issues related to Trilio products and services.
• Monitor and manage customer support tickets, ensuring issues are documented, tracked, and resolved in a timely manner according to Service Level Agreements (SLAs).
• Work closely with the Engineering and Product teams to escalate and resolve complex issues, providing detailed insights and feedback to improve product quality.
• Reproduce customer-reported issues in a lab environment to identify root causes and develop effective solutions.
• Create and maintain comprehensive technical documentation, including Knowledge Base articles, troubleshooting guides, and incident reports.
• Regularly communicate with customers to provide updates, gather feedback, and ensure their technical needs are met

3-8 years of experience in a technical support role, preferably within the software or IT industry.

• Bachelor’s degree in Computer Science, Engineering, or a related field