Technical Support Engineer
Core
First point of contact for customers to resolve technical and account-related issues via phone, email, and live chat for a Network as a Service (NaaS) platform.
Role type
Technical Support Engineer
Builds
Customer support operations for global NaaS clients
Domain
Network as a Service (NaaS)
Deliverable
client delivery
Required skills
logical networking troubleshooting, customer service, independent problem solving, documentation, issue escalation, vendor collaboration
Preferred skills
networking certifications (CCNA, CCNP, CWNA)
Technologies
internal support systems, provided troubleshooting tools
Responsibilities
Provide technical support and general enquiries via phone, email, and live chat; troubleshoot network, portal, and account-related issues; accurately document support activities; escalate unresolved technical issues; support inbound sales and general inquiries; meet support targets (KPIs and SLAs).