Technical Support Specialist (m/f/d)
Core
Tier 2 Business Support Specialist diagnosing complex technical issues for Synology's data management and security products.
Role type
Tier 2 Technical Support Specialist
Builds
Customer support workflows and resolution for NAS, SAN, backup, networking, and surveillance solutions
Domain
IT Infrastructure / Data Storage / Network Security
Deliverable
client delivery
Required skills
hardware/software troubleshooting, remote diagnostics, system log analysis, root cause analysis, technical documentation, cross-functional collaboration, English (B2+), shift work adaptability
Preferred skills
storage networking, virtualization, data protection, Category B driver's license
Technologies
NAS, SAN, backup solutions, networking equipment, surveillance systems, collaboration services, Customer Support System (CSS)
Responsibilities
Diagnose hardware, software, storage, networking, and performance issues; manage escalated customer cases via CSS; conduct remote troubleshooting sessions; analyze system logs and diagnostic reports; reproduce customer-reported problems; collaborate with HQ and development teams; prepare structured technical escalations; maintain accurate case documentation; participate in internal technical training; contribute to improving support workflows.
Seniority
Mid-level, hands-on IC
