Position: Technical Support Engineer
Category: Support
English level: fluent
Years of experience: 2.5


Troubleshooting network issues in customer's LAN networks, GPON networks and WAN networks.
Configuring network devices such as switches, routers and ONU-terminals.
On-boarding new customers.
Assisting system administrator, helpdesk and network technician on daily bases.
Network monitoring.
Handling customers tickets, elevated by other departments.
Defects root causes investigation using Windows Events and applications logs.
Troubleshooting software issues on production, staging and development stages.
Managing internal SQL based databases, Salesforce, Jira and SaaS console to keep information up to
date.
Malware behavior analysis, investigation of various infection scenarios.
Creating workarounds for existing software issues.
Scheduling & participating in remote sessions with customers.
Cooperation with R&D, DevOps and every other team.
Online consulting for sales managers and tier 1 & 2 support teams.
Reproducing customer's environment for troubleshooting & investigation purposes.
Providing first-line response for all security-related events, alerts, and incidents.
Malware behavior analysis, investigation of various infection scenarios.
Assisting and following up customers with enrollment, configuration product after on-boarding.
Working with Sales department.
Scheduling and participating in remote sessions with customer.