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Technical Support Engineer

Sofia, Bulgaria

Technical Support Engineer

Location: Sofia, Bulgaria

Job Summary:
The Support Engineers use their in-depth knowledge of our products to quickly and efficiently identify and resolve different complexity problems and incidents affecting our clients. Support Engineers strive to achieve high- level customer satisfaction. They communicate on a daily basis over phone and email with end-users and L3 support.

• Handling of Customer Support cases
• Identify issues, investigate root causes and recommend solutions to reported problems
• Provide technical guidance in activities associated with identifying, prioritizing and resolving problems by telephone and e-mail
• Ability to work on multiple projects at any given time
• Understands work plan and ensures completion of milestones with on-time completion
• Understanding of network and basic network troubleshooting
• Understanding and working with SSL certificates, LDAP, SMTP

Required Qualifications:
• 3+ years’ experience and strong knowledge of Linux/UNIX administration and IT operations and application servers
• Enterprise Software Support and implementation experience
• Some level of shell scripting: Shell, Bash or otherwise
• Experience in IT Operations, IT Service Management (Cherwell, Service Now)
• 3-5 years – In Support & product delivery function
• Exposure to tools similar to Tivoli-Netcool, Remedy, HPSM, HPOM, SolarWinds
• Exposure to network troubleshooting tools like ping, tracert, telnet, SSH, nmap and nslookup
• Experience in using packet sniffer (Wireshark) or tcpdump.
• 2 + years’ experience in IP communication: TCP/IP, DNS, DHCP, SNMP, SSH etc.
• Language: Excellent English communication verbal/written

Nice to Have Qualifications:
• MYSQL/Maria DBA Experience (2+ years)
• Knowledge of ElasticSearch, Logstash, Kibana
• Programming and scripting experience in JavaScript, Python or Java
• Exposure to basic workings of firewall
• Professional experience supporting and interacting with clients including developing requirements, design, as-built documentation and configuring, integrating and deploying applications

For more questions, you can write to neli(@) 
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